Treating Customers Fairly (TCF)

Treating customers fairly (TCF) remains central to the Financial Conduct Authority’s expectations of a firms’ conduct. That firms put the well-being of customers at the heart of how they run their businesses.

TCF, with its focus on consumer outcomes, is central at Pinkstone, in ensuring a fair deal for consumers. Whatever the economic and financial conditions may be we believe in keeping our customers at the heart of our business.

Like the FCA does, we believe customers’ interests to be at the heart of how we should do busines. Customers can expect to get financial services and products that meet their needs from firms that they can trust. Meeting customers’ fair and reasonable expectations is our responsibility as the firm and not that of the regulator.

The 6 TCF Outcomes:

The six consumer outcomes explain what the FCA and Pinkstone want TCF to achieve for its customers:

1. Outcome 1: Consumers can be confident that they are dealing with a firm where the fair treatment of customers is central to its corporate culture.
2. Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
3. Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
4. Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
5. Outcome 5: 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.
6. Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Whilst these are the broad based outcomes set out by the FCA the regulatory body who are there to ensure consumer protection in financial services, we firmly believe that they are right and that by striving to achieve such outcomes being central hear at Pinkstone Mortgage & Protection Advice Services you are in safe hands.