FSA explains how to 'treat customers fairly'

As part of its update on Tcf, the FSA has published a series of case studies to assist firms in considering what they need to do in various scenarios. The case studies indicate Tcf should start at management level, with firms considering how they can ensure good Tcf practice extends to all parts of the firm, how they can measure the understanding of Tcf by advisers, and what management information is produced to help assess adviser ability and the quality of advice provided by the firm to its customers. According to the FSA, Tcf should extend to: Quality of advisers: recruitment, tra...