Treating Customers Fairly

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Date(s) - 14/07/2017
9:00 am - 5:00 pm



When & Where
21 April 2017 London
14 Jul 2017 London
1 September 2017 London
24 November 2017 London

Who should attend?
This course is suitable for executive and non-executive directors, compliance staff, risk managers, operations managers and marketing/product development staff.


What are the outcomes of attending?

  • The TCF outcomes and what they mean to our business and our customers
  • Distinguishing between fair and unfair customer treatment – making the connections
  • The product life cycle and the customer ‘touchstone moments of truth’ across your product life cycle
  • Culture and fair treatment of customers – drivers and indicators
  • Dusting off and re-running your gap analysis
  • The expectations of senior executives
  • Case Study: Assessing TCF strategy and policy – robust and appropriate?
  • The management information that demonstrates your fairness at the heart of the business.

Learning outcomes

  • Explain the expectations of TCF within the context of the FCA’s objectives
  • Interpret and apply the TCF outcomes
  • Identify where customers can be most vulnerable across your product life cycle
  • Diagnose how TCF impacts beyond customer facing roles
  • Identify the management information that demonstrates your performance against fairness outcomes
  • Assess how well your culture supports fair treatment of customers
  • Develop robust and appropriate TCF policy and strategy.

Who is running the workshop?

What have previous delegates said about this workshop?  


How much does it cost?
£210 members
£250 non-members

How do I book?
For bookings, enquiries and updates visit or call customer service 0208 989 8464

To discuss technical, in-house  and bespoke courses contact Face-to-Face Training on 0207 391 1133 or email


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