Key themes
The customer story
Treating customers fairly (TCF)
Treating customers fairly (TCF) is a key part of the FSA’s move to principles-based regulation. The FSA’s principles are based on six outcomes, such as making sure that consumers can be confident they’re dealing with firms where the fair treatment of customers is central to the corporate culture. It’s the responsibility of a firm’s senior management to make sure their firm treats its customers fairly.
The FSA regularly reviews how well the industry is making sure it’s treating its customers fairly and set a deadline for getting to a certain stage by March 2007.
The FSA’s progress report, shows that although many firms had reached this stage, there were still a significant number which hadn’t. The FSA has made it clear to these firms that they must take action or face penalties.
Read more about treating customers fairly
Customer Impact
The Association of British Insurers’ Customer Impact scheme is part of the financial services industry's response to treating customers fairly. Signing up shows a commitment to improve customers' experiences and to be held to account for performance.
This voluntary scheme commits participating companies to place the needs of their customers at the centre of how they run their businesses. It comprises a series of powerful measures guiding how companies should act and committing them to report how they’re improving customer experiences. Read more about the Customer Impact scheme.
We’re fully signed up to this scheme and are committed to producing a report each year to keep our customers informed about what we’re doing to improve their experience with us and how we’re doing with that. Read the latest reports below:
