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Link to TCF Info

Treating Customers Fairly


For Intermediary use only

Existing customer? Click here.


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 for practical, user-friendly guidance on Treating Customers Fairly


How do the latest MMR proposals affect you as an intermediary?


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 intermediaries.


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:



Bullet pointProviding training for your staff so they understand what TCF means for your firm and what they can do to support it.


Bullet pointProviding information for customers, that is clear and easy to understand not only in relation to documentation but also to verbal communication.


Bullet pointEnsuring your customer receives the correct advice and gets the right product, looking at all their circumstances and needs.


Bullet pointManaging customer expectations, for example making sure they understand reversionary rates and the impact of rate movements. 


Bullet pointGetting things right first time, putting things right that might go wrong and understanding why it went wrong to prevent it happening again.




The information contained within this section is for use by mortgage intermediaries authorised by the FCA.

Information is not to be disclosed or given to the public or is intended as a consumer advertisement as it does not provide APRCs or APRC Representative Examples.


The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No. 121885). The Co-operative Bank, Platform, smile and Britannia are trading names of The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No.990937. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board.


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