Firm but fair

The Financial Services Authority (FSA) has made Treating Customers Fairly (TCF) the bedrock of its regulatory regime and will be looking closely to ensure the industry is implementing TCF as part of its broad principles-based approach. All firms should be delivering on the six consumer outcomes that the FSA has stipulated. The six consumer outcomes should be endemic within corporate culture, marketing, consumer groups, consumer information, advised sales and products. Angus Maciver, insurance business director at Prudential, says this is what companies should do naturally. "It is just go...