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Treating Customers Fairly
TCF Assessment Questions
FSA assessors have been sharpening their questions, with increasing focus on issues such as whether companies can demonstrate that they have a customer-focused culture and understand the customer experience from the customers’ perspective. Other typical questions cover measures, customer surveys, complaints handling as well as general questions in MI and broker-specific questions. For examples of questions being asked by FSA assessors with some ideas for improving your answers follow this link.More Treating Customers Fairly: 2 page guide
The FSA’s deadline for financial services companies to implement Treating Customers Fairly (TCF) is December 2008. This applies to normal dealing with customers as well as complaints.More
