• Protect the interests of our customers at each stage of the product life cycle, from promotion right through to after sales service

• Meet as best we can the unique needs of each customer by offering a transparent, efficient and professional service, and constantly reviewing our service to identify areas for improvement

• Ensure that promotional material is clear, compliant, jargon free and appropriately targeted

• Ensure that sales staff (both on and off-site) have thorough training on all products they advise on or sell, understand for whom they are and are not suitable

• Keep detailed records of customer instructions and profile/attitude to risk, and of the advice and options given before, during and after a sale – to help ensure we treat customers fairly and can deal with any complaints that may arise swiftly and fairly

• Encourage after sales contact with customers where appropriate to correct or improve on the service already offered

• Ensure that customer complaints are assessed fairly, promptly and impartially, and in line with FSA deadlines and rules

• Encourage staff to recommend improvements to service following
customer complaints – and monitoring the outcome

• Ensure that staff are kept up to date with relevant training in relation to competence, data protection and other matters directly affecting the quality of service offered to customers

• Offering regular training in the principle of TCF at all levels of the
business

• Regularly monitor and report on all of the above TCF activities as part of the company’s monthly statistics/MI, in order to assess TCF performance across the business and recommend changes where appropriate