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ARTICLE · 21 JUNE 2007

Embedding Success - Treating Customers Fairly – An Evidence Based Approach

Deloitte
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Can you prove that you are treating your customers fairly? The Financial Services Authority (FSA) continues to challenge the industry to improve monitoring and delivery of Treating Customers Fairly (TCF).

United KingdomFinance and Banking
Deloitte Financial Services Group
Deloitte Financial Services Group
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"The case for a Treating Customers Fairly (TCF) initiative remains extremely clear to us… our supervisory work repeatedly uncovers problems on a scale that warrants serious thought and a determination on our part to deliver change."
Sarah Wilson, FSA, March 2007

Can you prove that you are treating your customers fairly?

The Financial Services Authority (FSA) continues to challenge the industry to improve monitoring and delivery of Treating Customers Fairly (TCF). The burden of proof is very much with senior management and there are now clear timescales to embed and evidence consumer outcomes. However, the challenges remain and embedding TCF is not easy. An organisation wide, structured and risk based approach that identifies and learns from key customer indicators is the answer.

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