Customer outcomes
Treating Customers Fairly
Treating Customers Fairly (TCF) is the Financial Sector Conduct Authority's framework for fair treatment and improved outcomes for financial customers throughout the product and service lifecycle.
The six desired outcomes
Customers should be confident they are dealing with firms where fair treatment is central to the culture. Products and services should be designed for identified customer groups and targeted accordingly.
Customers should receive clear information and be kept appropriately informed before, during and after a sale. Where advice is given, it should be suitable and take account of the customer's circumstances.
Products and services should perform as firms have led customers to expect, and customers should not face unreasonable post-sale barriers when changing products, switching providers, submitting a claim or making a complaint.
What customers can expect from this website
Website content is intended to explain services in plain language and help visitors choose an appropriate next step. General website information is not personalised financial advice. A request form does not itself create an advisor-client relationship.
The specific disclosures, advice process, service standards and complaint routes applicable to a customer depend on the legal entity, product and service involved. Ask the relevant PWG representative for those details before making a decision.