Cookies on the PFS website

By using and browsing the PFS website, you consent to cookies being used in accordance with our policy. If you do not consent, you are always free to disable cookies if your browser permits, although doing so may interfere with your use of some of our sites or services. Find out more »

Chartered Insurance Institute
Recently added to my basket
Sorry but there was an error adding this to your basket. Please try adding it again

Treating Customers Fairly (TCF) - one day course


Treating Customers Fairly, and particularly the six TCF outcomes, is at the heart of the Financial Conduct Authority's (FCA) objectives. It is not exclusively consumer protection but impacts integrity and competition. This interactive and practical application course will help firms understand and demonstrate where and how fairness is at the heart of their business model, strategy, culture and product development. Done properly it should precede commercial priorities, and not be considered after them.


  • The TCF outcomes and what they mean to our business and our customers 
  • Distinguishing between fair and unfair customer treatment - making the connections 
  • The product life cycle and the customer 'touchstone moments of truth' across your product life cycle 
  • Culture and fair treatment of customers - drivers and indicators 
  • Dusting off and re-running your gap analysis 
  • The expectations of senior executives 
  • Case Study: Assessing TCF strategy and policy - robust and appropriate? 
  • The management information that demonstrates your fairness at the heart of the business.

Learning outcomes

  • Explain the expectations of TCF within the context of the FCA's objectives 
  • Interpret and apply the TCF outcomes 
  • Identify where customers can be most vulnerable across your product life cycle 
  • Diagnose how TCF impacts beyond customer facing roles 
  • Identify the management information that demonstrates your performance against fairness outcomes 
  • Assess how well your culture supports fair treatment of customers 
  • Develop robust and appropriate TCF policy and strategy.

Who should attend?

  • Executive and non-executive directors 
  • Compliance staff 
  • Risk managers 
  • Operations managers 
  • Marketing/product development staff.

Follow-on courses

  • Managing conflicts of interest
  • Managing the risk of errors and omissions

CPD hours

Attendance of this course awards up to 6 CPD hours where you consider it relevant to your professional development needs.

Book online

Select the arrow on the right, next to the displayed currency to show the price in your preferred currency. Please note that this is only a guide and all payments are currently taken in Pound Sterling (£ GBP) only.
Currency conversion:
Guide exchange rate 0

Sold out!

Scheduled dates for this course have now sold out, please keep checking the website for updates to availability. Dates are added subject to demand and can also be run in-house for corporate clients.