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The FCA treats customer complaints very seriously and will investigate if the regulated firm does not respond adequately to the complaint or if the firm has been providing Treating Customers Fairly (TCF) training to its staff and front-line representatives in order to ensure compliance with the FCA’s requirements in respect of Treating Customers Fairly. The FCA, in introducing its new regulatory regime, has put the onus on all regulated firms to provide their front-line staff with TCF training so that consumers can expect high standards of service at all times when dealing with their regulated financial institutions.

MEMA consultants can help your business with FCA compliance, ensuring you are treating customers fairly. Our services include providing regulatory support to financial institutions, acting as an appointed representative, and advising on FCA authorization. We have a wealth of experience and knowledge in this area, so you can be confident that you’re in good hands. Contact us today to see how we can help you.

New came into force as part of a range of changes to improve consumer protection under Chapter II ‘Treating Customers Fairly’. These changes affect any financial service businesses which fall under its remit, for example, those offering life insurance or motor insurance. Many banks will fall under its scope if they provide sales through UK call centers – but these calls need not always be from their own employees.