10.9 Complaints

It has been identified that customers are unfairly treated as a result of poor decisions made by complaint handlers. Complaint handling can be a good indication of a financial services provider’s inclination to be fair and objective in its dealing with customers. As...

10.8 Claims Handling

Financial services providers must handle claims fairly and consistently. Lack of clear processes often leaves the claimant in an uncertain position. For example, there may be no formal acceptance and tracking of a claim. Upon query of progress regarding a claim, the...

10.7 After-Sales Service

Financial services providers must ensure that the after-sales services meet the requirements of the TCF initiative. Customers must be handled fairly in all aspects of the after-sales service, including providing after sales information, collection of premiums and...

10.6 Point-of-Sale

Representatives need to provide clear and fair information to enable customers to make informed decisions about transacting with the financial services providers, its products and services. This means that product risks, commitments, limitations and charges must be...

10.5 Advice

The Financial Sector Conduct Authority emphasises the need to embed TCF into the sales process by providing clear information and suitable advice before, during and after point of sale. Correct and appropriate sales benefit both the organisation and the customer,...