Key Learning Points:

  • What treating customers fairly (TCF) means
  • The roles of the FCA and FOS
  • The six consumer outcomes of principle 6
  • Collecting good quality management information (MI)
  • How to put TCF at the heart of a business’ culture
Treating Customers Fairly
Treating Customers Fairly
Treating Customers Fairly
Treating Customers Fairly
Treating Customers Fairly
Treating Customers Fairly
CPD Points

Course Overview

All organisations in the financial sector need to put the fair treatment of customers at the heart of their business model.

Our Treating Customers Fairly eLearning course covers the FCA Principles for Businesses, the meaning of fairness and how to monitor performance to ensure continued fairness. It includes realistic scenarios to illustrate the principles in action.

Course Details

  • Course duration: 40 minutes
  • Available for translation

    Cost effective solutions exist for 70+ languages.
  • Certificate on completion
  • Regular course updates
  • Course can be tailored using Adapt Authoring Tool
  • Course can be tailored to meet your specific requirements
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Course Contents

Our Treating Customers Fairly eLearning course contains three modules and an assessment:

Foundations of TCF
Foundations of TCF
The duty to treat customers fairly should be at the heart of any financial institution. This module explores the Financial Conduct Authority’s Principles for Businesses as the foundation for treating customers fairly (TCF). It covers the role of the FCA, what it means to treat customers fairly and the Financial Ombudsman Service (FOS).
The Six Outcomes
The Six Outcomes
The FCA's six consumer outcomes provide guidance on service levels and monitoring to ensure that customers are treated fairly. This module explores these outcomes of principle 6, including scenarios to illustrate consumer outcomes. It also gives advice on how to change the way financial companies operate to put TCF at the heart of their businesses.
Management Information (MI)
Management Information (MI)
Management Information (MI) is a collective term given to information collected during a defined period of business activity. MI can be used to measure consumer outcomes to ensure that you are treating customers fairly. This module explores what MI consists of, the principles of good and accurate MI and also its importance.

The Assessment

The course is assessed through a series of multiple-choice questions about TCF and its aims. Learners must achieve a score of 80% or above to pass.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them online.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Training courses in one great value package and receive unlimited benefits including our AI driven Learning Experience Platform, Astute.

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1. Individual Pricing

Number of Learners Cost (per year)
1 - 10 29 / per learner
11 - 20 25 / per learner
21 - 50 20 / per learner
51 - 100 15 / per learner
101 - 150 10 / per learner
150+ POA

Exchange rates are updated regularly but are only intended as a guide.

2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Training in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners Cost (per year)
50 - 100 30 / per learner
101 - 200 25 / per learner
201 - 300 21 / per learner
301 - 400 18 / per learner
401 - 500 15 / per learner
501 - 750 12.50 / per learner
751 - 1000 10 / per learner
1001 - 2500 8 / per learner
2501 - 5000 6 / per learner
5000 - 10,000 5 / per learner
10,000 + POA
Included Features
  • All courses in our catalogue
  • Our Learning Experience Platform ‘Astute’
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • Regular course updates
  • Dedicated Account Manager
  • Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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Why is this training important?

How your employees interact with and treat customers can do more than add value to your organisation – it says a lot about the way your company conducts business and the code of ethics it follows. Organisations that sell goods or services should invest in training for their employees so they are aware of how to treat customers fairly.

Not only will this training help you to meet your regulatory responsibilities when it comes to working with customers, but a respectful, tolerant, and compliant workforce can help drive sales and give you a strong competitive advantage.

Why is this training important?


If you have any questions that are not covered here, please get in touch.

Why is it important to treat customers fairly?
Treating Customers Fairly (TCF) is an outcomes-based regulatory approach designed to ensure that regulated financial institutions deliver clearly set out fairness outcomes for financial customers. According to the FCA, all regulated firms must be able to demonstrate that fair treatment of customers is at the heart of their business model. Customers also expect financial services and products that meet their needs from firms they trust.
What are the six outcomes of treating customers fairly?
As per the FCA guidelines, Principle 6 requires firms to pay ‘due regard to the interests of its customers and treat them fairly’. There are six outcomes that firms should strive to achieve which include: fair treatment, products are designed to meet customer needs, clear information on products, suitable advice is given, products perform to expectations and no unreasonable post-sale barriers.
How to deal with a dissatisfied customer?
According to the Financial Conduct Authority's (FCA), businesses must have 'effective and transparent procedures for the reasonable and prompt handling of complaints'. This also requires businesses to publish a Complaints Policy so that all existing and new employees can familiarise themselves with the relevant procedures involved with handling complaints effectively.

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