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Treating Customers Fairly within the Financial Services Industry


Has anyone put together a workshop/training session on Treating Customers Fairly within the Financial Services Industry?

If you have, would anyone mind sharing exercises that they have used.

Thanks Sarah
Sarah Money

2 Responses

  1. Treating Customers Fairly
    Hi Sarah

    I’ve work in a Bank and just done that myself.

    I summarised the key points about TCF, and explained some history and why it exists etc. This was delivered in a short workshop.

    I also felt it was essential to define “what does this mean to me” for each of our customer facing teams.

    To bridge this gap I put together team-specific information about what everyone can do to contribute to ‘Treating Customers Fairly’ so they understood how aspects of it relate to the job they do, and could better embed it in their behaviours.

    I found that although TCF is generic to all banks and all procedures within them, people did benefit from having it brought right down to grass-roots level.

    With hindsight – I could have used an exercise for that part and got them to say how their team could contribute & present it back to the group – filling in the gaps where neccessary. Maybe you could benefit from my hindsight here!!?

    I also then explained the consequences we could face as a bank if we don’t engage with TCF effectively.

    The IFS website has some useful reading to use in preparation:

    I hope this helps & good luck.


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