Treating Customers Fairly

TCF training for a fairer business

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The Collection

Collections are unique solutions designed to bring together the convenience and cost effectiveness of off-the-shelf eLearning with all the benefits of an engaging, bespoke training curriculum.

Our new Collections feature a variety of learning styles and fresh content to improve engagement and provide a long term solution to your training needs.

Using Collections, your organisation can enjoy the best of both worlds, giving you ready-made, holistic training programmes designed to deliver a multi-year training strategy with fresh content year-on-year.

Adaptive Courses

  • An innovative new approach to promote knowledge retention and learner engagement

  • Pre-assessment identifies areas of strengths and weaknesses

  • Course is automatically tailored to cover gaps in learners’ knowledge

  • Significantly reduces unnecessary training time

Our Adaptive Courses

Immersive Courses

  • Scenario-based courses

  • Place the learner at the centre of the experience

  • Test their ability to make the right decisions.

  • Highly interactive; designed to improve learner engagement.

Our Immersive Courses

Treating Customers Fairly

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.

Microlearning Courses

  • Short 5-10 minute learning vignettes

  • Focussed on key topics

  • Improve knowledge retention with bite size learning

  • Can be rolled out in response to emerging training needs.

Our Microlearning Courses

Detailed Study Courses

  • Utilises what we would call a ‘traditional’ eLearning approach, meaning that learners are presented with the information then tested at the end

  • Information is presented in an interactive, engaging way

  • Longer, detailed courses

Our Detailed Study Courses

Communications Resources

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Engaging resources to print out and display in the workplace

  • Share digitally via intranet, newsletter or display screen.

  • Promote a culture of compliance

  • Reinforce key behaviours

Our Communications Resources

Toolbox Talks

  • Resources based on corresponding courses

  • Designed to facilitate a blended learning experience for small groups.

  • Includes downloadable facilitation notes

  • Use as part of face-to-face training.

Our Toolbox Talks Courses

Phishing Simulator

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Send simulated phishing emails to your employees

  • Track and report on who opens them

  • Our AI driven platform will assess their learning needs

  • Auto enrol employees on our Phishing and Information Security courses to make your business more secure
Our Treating Customers Fairly Courses

Treating Customers Fairly

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.

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Immersive Courses

Our Collections help you to:

A Flexible Solution

  • Collections are designed to offer a highly flexible, easily scalable and agile alternative to traditional off the shelf training.

  • Our collections offer a variety of different learning interventions and styles, providing each organisation the flexibility to create a training plan that meets their unique requirements.

A Scalable Solution

  • Collections are easily scalable too; whether you need to provide in-depth training, refresher training or a comprehensive schedule of short training activities, each collection provide enough options to roll out a unique training programme year after year.

An Agile Solution

  • As they are off the shelf, our collections are ready when you are and can be deployed quickly and easily in direct response to the changing level of risk being faced by your organisation.

  • Each collection is updated with new courses as we develop them, so your training programme can be fresh each year and your training is always up to date, relevant and effective.

All Topics

Treating Customers Fairly (TCF) Training Courses

Our Treating Customers Fairly online training course is suitable for all levels of staff and is designed in an engaging and easy-to-use format that’s both time and cost-effective. Allow your employees to brush up on TCF training whenever it’s convenient for them – the courses can even be re-visited and re-tried as many times as you like.

Adding to this sense of flexibility is the fact that all of our courses are fully responsive. They can be taken on a variety of devices including smartphone, laptop, PC and tablet, and all courses render equally well across all platforms.

Our courses are built using the latest techniques in eLearning technology. We utilise these techniques including gamification, quizzes, challenges, story telling and real life case studies to bring eLearning to life and keep your learners engaged.

Our treating customers fairly training course is available off-the-shelf for ease of use; we can also work with your subject experts to tailor the approach and information to suit your organisation’s requirements. Using the Adapt Authoring Tool you can even modify our courses yourself.

Reports from the Financial Conduct Authority (FCA) demonstrate that, whilst the majority of firms say they are implementing TCF training programmes, and that senior management are aware of their regulatory responsibilities, their commitment to the fair treatment of customers is not yet reaching the front lines of their organisation’s day-to-day business activities.

This is why training is so important.

Treating customers fairly (or TCF as it’s also known) is a regulatory framework that is designed to govern the way businesses conduct themselves. TCF principles ensure that clients are treated fairly and with due regard to their best interests. In other words, TCF exists to benefit customers and that’s why it’s so important that organisations offer effective Treating Customers Fairly training so that staff know how to meet its standards.

The Treating Customers Fairly initiative aims to deliver six improved outcomes for retail consumers; these are explained in more detail in our TCF training, but can be summarised as follows:

Consumers can be confident they are dealing with firms where treating customers fairly is central to the corporate culture.
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
Where consumers receive advice, the advice is suitable and takes account of their circumstances.
Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

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