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

Available as part of our FCA and Insurance Course Library.

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

Course outline

Welcome

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

Summary

Affirmation

Assessment

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

Course Specifications

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Structure

Approximately 40-minute long e-learning course 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 a 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 simply bypassing 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.