Treating Customers Fairly Policy Document As an Appointed Representative (AR) of ACL, we are required to adhere to this document and adopt the policy statements it sets out, or to incorporate them into your own policy statements.
The Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) initiative is primarily based on the obligation set out in Principle 6 requiring a Dealership to pay due regard to the interests of its customers and treat them fairly.
TCF is embedded throughout the FCA’s Handbook and as responsible company you must ensure that all products or services you provide satisfy the FCA’s six core consumer outcomes, which are:
“Consumers can be confident they are dealing with Firms where TCF 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 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 Dealerships have led them to expect and the associated service is both 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”.
