Module 3: What TCF isn’t

TCF does not mean:

  • Creating satisfied customers; a satisfied customer could still be treated unfairly and not know it
  • That every firm must offer an identical level of service – the FCA recognises that businesses have different resources and ways of doing things
  • That the FCA has the final say on which products consumers should want or be sold
  • That customers are no longer expected to make decisions or take responsibility for them
  • TCF is about a culture ‐ doing business in a way that will help ensure customers get fair treatment.