TCF – Treating Customers fairly


Under the TCF rules all FCA regulated firms must be able to demonstrate that they are consistently delivering fair outcomes to consumers and that senior management are taking responsibility for ensuring the firm and staff at all levels deliver the consumer outcomes relevant to their business through establishing an appropriate culture.

The key principle of TCF is that a firm must pay due regard to the interests of its customers and treat them fairly. However, firms should also consider their regulatory obligations under the other principles which also contribute to ensuring that customers are treated fairly details at: FCA GOV

Although call recording is not a mandatory requirement under TCF it is an ideal way to monitor and train staff for TCF compliance as well as providing proof that customers are treated fairly. Storacall has considerable experience in helping companies to meet FCA requirements by providing cost effective call recording together with agent evaluation and training solutions that ensure that suitable records are kept, agents are regularly monitored, consistently trained and an audit trail is maintained. The solutions introduced to meet these requirements also have the added benefit of assisting dispute resolution and significantly improving agent efficiency and performance, whilst reducing call handling times and cost