Treating customers fairly is not a unique concept only to be addressed in the financial services sector, however due to regulation there is a requirement to measure what you are doing to make sure the customer has the right advise and product for their need . It does not take much to work out that well treated customers are more likely to be happier more loyal customers, so that for most is a compelling reason to do something about it. Then the challenge is how to gather the management information you need.

There are lot of ways to ways to ensure that your business is doing what it ‘needs’ to do to fulfil it’s TCF obligation, from sales management, shadowing and observing advisers, ad-hoc questionnaires