Treating Customers Fairly (TCF) – Practical measures needed to comply



Accreditation expiry date: 31/05/2024

The Financial Sector Conduct Authority (FSCA) requires that Treating Customers Fairly (TCF) principles be “embedded and central to an organisation’s culture”. This involves implementing and working towards outcomes defined within the TCF framework that aims to ensure that customers’ financial services needs are appropriately met through a sustainable industry.

While the specific outcomes listed under the TCF requirements seem self-explanatory, consideration needs to be given to understanding the practical application required to successfully meet these outcomes. In this course, we explore the practical measures that are required to comply with the TCF outcomes and criteria.

Professional Body: FPI
Approval Number: FPI23035402

Once you have completed this course you will be able to:

  • understand the need and purpose of TCF.
  • explain the compliance measures that apply under TCF Outcome 1 on culture and governance.
  • understand the compliance measures to meet product suitability requirements under TCF Outcome 2.
  • comply with the disclosure requirements as per TCF Outcome 3.
  • understand the practical measures to comply with TCF Outcome 4 about furnishing suitable advice to customers.
  • explain what is required to comply with customer performance and service expectations as outlined in TCF Outcome 5.
  • comply with service and process requirements about customer claims, and complaints and when making product changes as described in TCF Outcome 6.
  • use results from the self-assessment tool to identify weak areas and gaps and compile an overall compliance plan to meet the TCF requirements.

Who Should Register

  • Key Individual
  • Representative
  • Manager
  • Employee


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