treating customers fairly

Treating Customers Fairly (TCF) is an initiative from the Financial Services Authority (FSA), the industry regulator. The FSA is encouraging all firms to take seriously their responsibilities for treating customers fairly. TCF includes designing products that meet customer needs, providing clear information during the sales process and beyond to enable customers to make good decisions, addressing complaints and putting things right when necessary.

We have met the FSA’s requirements to implement the first stage of TCF. To make sure our staff fully understood what TCF was about, we ran meetings with front line staff and support units. These showed there is a strong empathy with and commitment to meeting customers’ needs that’s consistent with our brand values.