treating customers fairly online learning

Treating Customers Fairly – Online Learning

Ensure your compliance with the FCA guidelines regarding Treating Customers Fairly. With this e-learning course:

  • Grasp the principles of fair treatment of customers and its importance in business practices
  • Demonstrate personal compliance with Treating Customers Fairly (TCF) guidelines
  • Recognise and appreciate the six consumer outcomes outlined by the Financial Conduct Authority (FCA)
  • Define managerial and employee obligations in ensuring fair treatment of customers and effectively implementing TCF
  • Enhance overall compliance within the organisation, promoting a culture of fair treatment
  • Contribute to developing a compliance-focused culture within the organisation, fostering ethical business practices
  • Assist the company in avoiding potential costly litigation and fines by upholding fair treatment standards and adherence to regulatory requirements

Course Introduction

According to the Financial Conduct Authority, ‘All firms must be able to show consistently that fair treatment of customers is at the heart of their business model. There are six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers’. These outcomes are defined by the Financial Conduct Authority as follows:

Outcome 1: Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.

Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

In this e-learning course, you’ll learn how to ensure a culture of fair treatment of customers within your organisation. Developing an understanding of the requirements of the FCA and how it should be applied.

Course Content

Module 1 ­­– What does fair treatment mean?

Using scenarios and examples, develop an understanding of what fair treatment is and how it should be applied to workplace situations.

  • Review some specific examples and apply your own understanding to the fairness of the situation
  • Explore each of the regulatory outcomes as outlined by the FCA
  • Understand how the culture of an organisation is developed
  • Identify how a company’s values are the basis for the fair treatment of customers
Module 2 ­­– Taking personal responsibility

Understanding the personal responsibility that you have when it comes to applying the six outcomes of treating customers fairly. And how this applies even if you do not directly deal with customers yourself.

  • Review different job roles and how they have a personal responsibility for treating customers fairly
  • Examples of different areas where treating customers fairly can and should be applied
  • Challenging personal values around how we should treat customers and testing this knowledge through real examples​
Module 3 – Assessment and CPD certificate
  • A chance to test your knowledge of the topic with scoring
  • The e-learning course comes with free CPD certificates for the learners​


All content can be adapted and altered to suit your needs. Courses are white-label as standard, but can include logos and branding where required. We can also provide AI generated language translations on demand.


All content is regularly reviewed and updated to ensure technical accuracy, best practice and legal compliance for your learners. Updates are all automatically made to content.


Your employees will receive personalised and dated certificates upon successful completion of our CPD certified e-learning courses. All courses have relevant accreditations.


Deliver e-learning courses via your own branded learning portal provided by us or upload our regularly updated courses to your own LMS if you would prefer.

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