Treating Customers Fairly Planning Tool

Sesame’s TCF Planning Tool is an easy to use interactive online resource. We’ve divided over 100 separate TCF indicators into ten sections. Simply work through the sections saving your work as you go.

Step 1 – The TCF indicators

• Start with a description of the TCF indicator. For example, in Part 1, one of the indicators is: ‘We explain the available payment options to customers, in a manner that helps them make an informed decision about which option is likely to prove the best value for money in their situation.’
• Decide if this indicator is relevant to your firm (Yes/No).
• Assuming that TCF indicator is relevant, consider whether your firm already meets the test described by the indicator (Yes/No).
• Next consider how you could demonstrate that you live up to the sentiments expressed in each TCF indicator if, for example, the FSA asked you about it.

Step 2 – Your personal action plan

Once you’ve run through the TCF indicators, all of the areas you’ve identified as being relevant to your firm will automatically be added to your personal action plan.

You’ll be able to identify ‘gaps’; areas that you agree are important but where you’re:

• Not confident your firm lives up to them in practice
• Where you’re not sure you have the management information to evidence this

Your action plan is then used to record what you’re doing to address the gaps. You can sort your actions to tackle the top priorities first; record who is going to be responsible for making sure it happens and allocate timescales for reviewing progress.

The Planning Tool and personal action plan can be revisited and amended to enable you to review your position on an ongoing basis.