Outcome 1: Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Customers can have confidence that culture is being driven from the most senior position in the company cascading down through every staff member and is evident within department procedures. This includes how corporate strategy is being determined and how staff are rewarded. This leads to practical outputs as fair outcomes for fair customers.

Training is provided to all staff making them aware of the company culture of treating customers fairly. This goes from the beginning of the customer journey within marketing material through to post sign up and through to complaints (please see our complaints procedure). 

Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly. 

Services and products marketed are written and designed in a way that is clear and transparent as to not to mislead or be unfair to customers and potential customers. This includes:

– Not making claims that are confusing or convoluted or cannot be backed up.

– Making sure jargon and technicals are explained or exchanged for terms that are easily understood.

– Aiming to inform not advise. Potential customers and current customers should be made aware of benefits and features and not advised to do something.

– Marketing adheres to compliance checks for every campaign.

Outcome 3 – Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale. 

All financial promotions must be clear, fair and not misleading. These promotions should enable the viewer to understand the basics of the product or service. 

As well as promotions, the post-sale communications and information sent to clients and customers follow the same standards. This is so the ongoing performance of services of products can be monitored clearly and openly. 

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances. 

Any advice or recommendation given should be backed up with evidence that shows it is suitable for customers needs and personal circumstances. This includes the best solution for the client, even if there are strong opinions that differ from the advice.

Customers, clients and consumers will also have relevant warnings and risks accessible to them clearly throughout their journey and interactions with the company.

Monitoring is carried out to make sure correct advice is being distributed correctly to clients. For example, misinformation and incorrect advice given to clients would lead to an increase in cancellations.

Outcome 5: consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Products and services offered are presented clear and disclose any risks or exclusions. Expectations are kept up to date and explained to clients and customers, this ensures customers have a good customer experience. All sales staff have a good understanding of the products and services, this is upheld with regular training updates giving customers good information and setting up the correct expectations. 

References: 

Financial Conduct Authority, Fair Treatment of Customers web page

Financial Conduct Authority, Treating Customers Fairly – Culture

Financial Conduct Authority, Treating Customers Fairly – Guide to management information

Financial Conduct Authority, Treating customers fairly – towards fair outcomes for consumers

Disclaimer – This information is for informational purposes only and Covid Claims does not accept any liability to losses, damage or impact of any decisions made based upon the information given above.