Treating Customers Fairly
Treating Customers Fairly (TCF) is one of
the key principles set by the Financial Conduct Authority
(FCA) to ensure fair treatment of customers, by improving standards
across the financial industry.
At Platform our customers have always been a
top priority. We are committed to ensuring that the fair
treatment of customers is at the heart of everything we do.
TCF Info - TCF guidance for intermediaries
Platform is proud to support TCF Info - a
website offering practical guidance to mortgage intermediaries on
how to implement the FCA principle of Treating Customers Fairly
Visit tcfinfo.co.uk for
practical, user-friendly guidance on Treating Customers Fairly
How do the latest MMR proposals affect you as an
Following releae of the MMR consultation paper,
TCF Info have
worked with the FCA to produce some easy-to-read 1 page summaries
on their key proposals that will most affect mortgage
So what does TCF mean for you as an intermediary?
The FCA expects firms to be able to demonstrate to themselves and to the FCA that
they are consistently treating their customers fairly.
TCF is not just about customer satisfaction, it should cover
every aspect of your business. There are a number of things to
consider including the following:
training for your staff so they understand what TCF means for your
firm and what they can do to support it.
information for customers, that is clear and easy to understand not
only in relation to documentation but also to verbal communication.
customer receives the correct advice and gets the right
product, looking at all their circumstances and needs.
customer expectations, for example making sure they understand
reversionary rates and the impact of rate movements.
right first time, putting things right that might go wrong and
understanding why it went wrong to prevent it happening again.