TCF02 - Example evidence for six TCF outcomes
Examples of evidence relating to complying with the six TCF outcomes
The six TCF outcomes are summarised below in the left hand column; the right hand column contains ICS’s suggestions of what might constitute suitable evidence.
The actual evidence used by firms must reflect current procedures, should be kept under review and should be relevant to the markets in which the firm operates.
Fair treatment of customers is central to our corporate culture / TCF Policy
TOBA
Customer satisfaction surveys
Complaints procedure
Complaints monitoring
Training policy
Training & competence procedures
In-house training
External training
Individual staff training records
Appraisals
Products and services are designed to meet the needs of identified consumer groups and are targeted accordingly / Market research
Product testing
Staff feedback
Customer satisfaction surveys
Complaints monitoring
We provide clear information and keep clients appropriately informed before, during and after the point of sale / TOBA
Letters suite – new business and MTAs
Renewals
Policy summaries
Advertising & promotions
Accounts procedures
Complaints monitoring
Advice is suitable and takes account of clients' circumstances / Fact find
Demands & needs statement
Suitability statement
Significant and unusual exclusions or limitations highlighted
Price breakdown
Training & competence
Complaints procedure and feedback
Our products perform as expected and service is at an acceptable standard and as expected / Provider reviews
Service monitoring
Customer satisfaction surveys
Staff feedback
Compliance monitoring programme - market review
Complaints monitoring
Service level agreement monitoring
We impose no unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint. / TOBA
Client letters
Complaints procedure
Example evidence for six TCF outcomes (TCF02) - version 1 Page 1 of 2