Treating Customers Fairly Course

Treating Customers Fairly (TCF) applies to firms in the financial services industry. This is a significant part of the regulatory landscape that intends to promote fair treatment of customers.

TCF aligns with Principle 6 of the Principles of Business which states that firms must deliver fair outcomes to customers and pay due regard to their interests.

Our Treating Customers Fairly Course explains the FCA's rules for TCF and managing Conduct Risk.

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Treating Customers Fairly

About this Course

This SCORM-compatible course is part of our FCA and Insurance Course Library.

The library is available in the Skillcast Standard plan for larger companies or Skillcast Basic plan for those with under 50 learners.

Learning Objectives

This course will prepare your employees to:

  • Recognise what TCF means and what it does not mean
  • Identify how we embed TCF in all aspects of our business
  • Understand what conduct risk is and how we manage it

Latest Course Updates

  • Course redesigned with a more modern feel
  • Full review conducted by an FCA expert
  • Text & image updates throughout the course

Course Outline


What is 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

- Senior management commitment
- Product design
- Product disclosure
- Marketing & promotion
- Sales & advice
- After-sales service & claims
- Complaints handling
- Remuneration & rewards
- Strategic change
- Product providers, intermediaries & third parties
- TCF enforcement
- Management information
- Exercise: TCF indicators

Client scenario: Service level

Client scenario: Hard sell

Client scenario: Disclosure

Conduct risk




Course Specifications



Approximately 40-minute long e-learning course followed by a 10-question assessment.



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



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



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.



Fully customisable on Skillcast Portal CMS.



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



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

FCA Courses 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 Courses Library