
Your podcast guide to... Treating Customers Fairly By Branko Bjelobaba


	Why is TCF so important - Branko Bjelobaba introduces the CII TCF podcasts Treating Customers Fairly (TCF) is the most important barometer for any authorised firm in the UK today. It's not about just process and practice - it is more fundamental than that. The business and people running it must have a deep desire to want to treat their customers fairly and the FSA is going to make sure this happens. Sitting back and doing nothing is not an option. I've been in compliance now for 10 years and have worked across the sector - as an insurer, broker, auditor, regulator and now as a consultant. Since the start of 2008 we've delivered TCF events to over 500 firms and work with clients on a 1-2-1 basis. I really do hope you will find my ideas and analysis useful in understanding what TCF means and how you should evidence this in your business.

FAQs

Why should I worry about the treating customers fairly (TCF) rules?	769 KB 00:49
How is the FSA validating the TCF rules?	589 KB 00:37
What does a principle- based regime really mean?	1.1 MB 01:10
What key points of the rules should I be aware of when doing business?	1.8 MB 01:59
How do the rules differ between what the large firms experience versus the small practitioner experience?	974 KB 01:02
What deadlines do the FSA expect me to work too?	1.2 MB 01:14
System requirements
Minimum system requirements to listen to TCF content are: - 512Kbps Internet connection - Intel® Pentium® II 450MHz or faster processor (or equivalent) - 128MB of RAM - Windows 98
Download help
You can download these podcasts to your computer. To do this, right click on the download icon and choose "Save Target As...". You will then be asked where to save the podcast on your computer. All TCF podcasts are mp3 audio files. Please note: depending on your computer's settings, left clicking on the download link may cause the TCF podcast to play in your default media player, but it will not be saved to your PC.

Navigating the TCF minefield

Branko’s six point plan...	2.9 MB 03:01
Implementing a TCF culture: HSBC case study...	1.4 MB 01:28
What the FSA expects when it talks about consumer outcomes...	2.4MB 02:28
What the FSA expects from your management information...	2.3 MB 02:26

Top TCF tips

Useful hints: on staffing	1.2 MB 01:15
Your company’s terms of business	299 KB 00:19
Whistle blowing and remuneration	495 KB 00:31
TCF documentation	474 KB 00:30
Creating a mission statement	379 KB 00:24
Training and competency	1.7 MB 01:50
Advertising and new product literature	2.0 MB 02:11
The customer must be informed	1.3 MB 01:24
File review and mystery shopping	1.0 MB 01:06
Making sure the product performs	1.4 MB 01:31
What are unreasonable post-sale barriers?	1.8 MB 01:57
TCF: Examples of what is not treating customers fairly	4.2 MB 04:29
The motor trade: it affects you too!	519 KB 00:33
The drivers to create a great business and abide by the rules	2.3 MB 02:26

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