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.