Conduct Risk & Treating Customers Fairly

The FCA focuses on good customer outcomes and how a firm achieves this through staff conduct at all levels of the business. Conduct Risk and Treating Customers Fairly (TCF) are keystones of regulation.

Conduct Risk refers to the risks associated with the way in which a firm, and its staff, conduct themselves. While TCF is defined as paying due regard to customer interests.

Our Conduct Risk and TCF Course explains how to identify and manage Conduct Risk as well as the FCA's requirements for treating customers fairly.

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Conduct Risk & Treating Customers Fairly

About this Course

Available as part of our FCA Compliance Library.

Learning Objectives

This course will prepare you to:

  • Recognise what Conduct Risk is and the complexity of managing it
  • Recognise the Firm's commitment to properly conduct all aspects of our relationship with our customers
  • Understand how we manage Conduct Risk and the harm that poor management can create
  • Understand your responsibility to ensure proper conduct
  • Be aware of Treating Customers Fairly (TCF), including how we embed it in our business
  • Reinforce your understanding of how important good conduct risk is, in supporting our customer service and good customer outcomes

Course Outline

Welcome

What is Conduct Risk?

- The Financial Conduct Authority (FCA)
- The FCA's approach
- The FCA's objectives
- Exercise: What do you think?
- What is Conduct Risk?
- Conduct Risk issues
- Principle versus risk-based regulation
- The FCA's 11 Principles for Business

How is Conduct Risk defined?

- How we manage 'Conduct Risk'
- Exercise: Risk effects

Conduct Risk's 9 Key Drivers

- Group 1 - Inherent Risks
- How do we deal with Inherent Risks?
- Group 2 - Structure & Behaviours
- How do we deal with Structural & Behavioural Risks?
- Group 3 - Environmental
- How do we deal with Environmental Risks?
- Exercise: Categorise the risks

Conduct Risk - the FCA's expectations

- What does this mean in practice?
- The focus of Conduct Risk
- What does this mean for us in practice?
- You make the call: Is it expected of us by the FCA?

Conduct Risk and our business

- Mitigating risks
- Exercise: Mitigating risks

Corporate culture

- Measures against Conduct Risk
- The top-down approach
- Senior team responsibilities
- How do we achieve this?
- Scenario: Is this a good Conduct Risk culture?

Good business practice

Corporate Governance

- Executive & non-executive involvement
- Conduct Risk implications
- How do we demonstrate effective Corporate Governance?
- Systems & Controls
- Examples of Systems & Controls
- Demonstrating effective Systems & Controls
- Scenario: Conduct Risk mitigation
- Our own Systems & Controls
- Effective risk management
- Benefits of good business practice

Conduct Risk & the 'Customer Journey'

- Conduct Risk versus Treating Customers Fairly

What does TCF mean?

- The six customer outcomes
- What TCF does not mean
- Buyer beware or seller beware?
- Exercise: What is TCF?

TCF over the product life-cycle

- Strategic change
- Senior management commitment

Product Design & Governance

- Product approval - firm responsibilities
- Questions at the Product Design stage
- Product Design evaluation
- Our Product Design & Governance

Scenario: Product design

Disclosures, Terms & Conditions

- Marketing & promotion
- Actions to mitigate Conduct Risk
- Our Disclosures, Terms & Conditions
- Exercise: Disclosures, Terms & Conditions

Sales

- We are all responsible
- Avoiding mis-selling
- How we sell
- Scenario: Effective Conduct Risk mitigation

'It does what it says on the tin' - After-sales service & transaction handling

- Dealing with mistakes
- After-sales service & transaction handling
- Complaints handling
- Scenario: After-sales Conduct Risk mitigation
- Remuneration & rewards
- Product providers, intermediaries & third-parties
- TCF enforcement

Summary

Affirmation

Assessment

FCA Course Library

Our FCA Course library of over 60 training modules covers everything from high-level and conduct of business standards to thematic topics, including treating customers fairly.

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FCA Course Library

Course Specifications

 

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Structure

Approximately 75 minutes followed by a 10-question assessment.

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Audience

Suitable for all staff - examples and interactivities designed for staff at all levels. No previous knowledge or experience is required.

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Design

SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via client style sheet.

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Test-Out

Ability to offer optional test-out, whereby users can choose to skip the course content and complete the learning assignment by simply passing the assessment 

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Compatibility

All Windows, Mac OSX, iOS, Android (Flash-free for mobile compatibility). AICC and SCORM 1.2-compliant, suitable for both hosted and deployed SCORM or AICC.

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Tailoring

Fully customisable on Skillcast Portal CMS.

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Translation

Pre-translated versions not available, but all text content can be exported for translation into all languages.

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Localisation

Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.