Treating Customers Fairly Planning Tool

Our TCF indicators

Inevitably, given the broad scope of TCF, there’s a lengthy list of possible TCF indicators. We’ve identified over 100 indicators that will challenge you on the day-to-day TCF issues. You’ll be prompted to consider the standards to aspire to and how you can demonstrate that you continually live up to them.

To make our TCF tool more digestible, we’ve divided it into ten sections:

Part 1: The services you offer and the way they are paid for
Part 2: Your sales and advice process
Part 3: The way you market your services to new and existing customers
Part 4: The quality of your suitability letters, and their usefulness to your customers
Part 5: The way you recruit, train and reward your staff
Part 6: The way you monitor the quality of advice your customers receive
Part 7: The way you use management information to identify and manage TCF risks
Part 8: The after sales service you provide to your customers
Part 9: The way you handle complaints from your customers
Part 10: Your TCF strategy (management responsibilities and reporting)

You may decide that some of our TCF indicators are not relevant to your firm. That’s fine – it’s up to you what specific issues to include in your TCF analysis. However, we’re sure that our indicators will give you some specific ideas to work with, making it easier to identify gaps between theory and practice within your firm.

Effective systems and controls

When you access the Planning Tool you’ll also receive our detailed account of the FSA's findings against Langtons, a directly authorised firm who were fined for failing to put in place effective systems and controls.

The case study includes lessons learned as well as a 30-question self-assessment so that you can evaluate your own systems and controls to judge if they would stand up to FSA scrutiny.