Bite-size your internal training at the touch of a button

Our AI system automatically converts your content to exciting and engaging bite-sized lessons in any format you want. Shorten training by 60 - 80%, boost engagement, and accelerate ramp by 3- 5x.

PDF to Flashcards

GIF Maker (1180 x 1080 px) (1)

PPT Bitesizing v2 (1)

Long Vid Bitesizing GIF

Treating Customers Fairly Training Course - 5mins AI

Treating Customers Fairly Training Course

Master the FCA's Treating Customers Fairly initiative and deliver exceptional customer outcomes across UK financial services

Why Treating Customers Fairly Training Is Critical for UK Financial Services

Treating Customers Fairly is a core principle of the UK's financial regulatory framework, introduced by the Financial Services Authority in 2006 and continuing as a key priority under the Financial Conduct Authority. TCF means putting the customer at the centre of everything a firm does, designing products and services that genuinely meet customer needs and delivering them in a way that is clear, fair, and free from misleading practices.

TCF applies to all firms and employees regulated by the FCA, regardless of size or business model. Everyone in a firm has a role to play in ensuring fair treatment of customers. When customers are treated fairly, they're more likely to make informed decisions, trust the business, and stay loyal. Poor treatment can lead to serious consequences including customer complaints, regulatory investigations, reputational damage, and even fines or enforcement action.

Why This Training Is Essential for Your Organisation

The FCA has made it clear that fair treatment should not be a tick-box exercise but must be embedded in a firm's culture, reflected in leadership, processes, staff behaviour, and performance metrics. Underpinning TCF is Principle 6 of the FCA's Principles for Businesses, which states that a firm must pay due regard to the interests of its customers and treat them fairly.

TCF is not limited to avoiding harm but also means actively ensuring that customers receive the right outcomes, such as clear information, suitable products, and the ability to switch or complain without unnecessary barriers. With the FCA's shift toward outcomes-focused regulation and the introduction of the Consumer Duty in 2023, comprehensive TCF training is essential for building trust, reducing regulatory risk, and supporting long-term customer relationships across the financial services industry.

🎯 Learning Outcomes

Understand TCF Fundamentals

Define Treating Customers Fairly and explain its purpose in UK financial services, recognizing that TCF applies to all FCA-regulated firms and that every employee has a responsibility to uphold fair customer treatment.

Connect TCF to FCA Principles

Identify Principle 6 as the core TCF principle and recognize how multiple FCA principles including clear communications and suitability reinforce fair treatment across all operations.

Apply the Six Consumer Outcomes

Explain and implement the six TCF consumer outcomes covering culture, product design, clear information, suitable advice, reliable performance, and accessible complaint processes.

Recognize TCF Failings and Risks

Identify red flags indicating poor customer treatment and understand regulatory, reputational, and business risks when firms fall short of TCF standards.

Distinguish Good from Bad Practice

Apply TCF principles in sales, marketing, product development, customer service, and vulnerable customer support while recognizing individual conduct responsibilities under SM&CR.

Differentiate TCF and Consumer Duty

Understand the evolution from TCF to Consumer Duty, recognizing overlaps and distinctions while appreciating that TCF remains foundational to delivering good customer outcomes.

📋 Course Modules

Introduction to Treating Customers Fairly

Understand the FCA's TCF initiative introduced in 2006, its purpose and scope across all FCA-regulated firms. Learn why every role contributes to fair customer treatment and how TCF builds trust, minimizes mis-selling risk, and protects firm reputation.

TCF and the FCA Principles for Businesses

Explore Principle 6 requiring firms to treat customers fairly and pay due regard to their interests. Understand how TCF connects to other principles including clear communications and suitability, and recognize the FCA's outcomes-focused regulatory approach.

The Six Consumer Outcomes of TCF

Break down the six consumer outcomes defining fair treatment: culture and confidence, products meeting customer needs, clear information, suitable advice, products performing as expected, and no unreasonable barriers to switching or complaining.

Red Flags and Risks – When TCF is Not Achieved

Identify warning signs including high complaint volumes, poor incentive structures, complex product terms, and inappropriate targeting. Understand regulatory enforcement risks, reputational damage, and the importance of speaking up when red flags are observed.

Responsibilities of Employees – Good vs. Bad Practice

Explore practical TCF applications across sales, marketing, product development, customer service, and vulnerable customer support. Distinguish good practices from bad through real-world scenarios and understand individual conduct rules under SM&CR.

TCF and the Consumer Duty – Distinctions and Overlaps

Understand the evolution from TCF to the FCA's Consumer Duty introduced in 2023. Differentiate between fairness of treatment and actual outcomes while recognizing that TCF remains foundational and both frameworks complement each other.

👥 Role-Based Best Practices for Treating Customers Fairly

Sales and Advice Teams

Take time to understand customer needs and recommend suitable products even if lower-cost options are more appropriate
Avoid pushing products based on commission or sales targets without considering customer suitability
Provide clear explanations of product features, risks, and charges without jargon or misleading statements
Recognize and support vulnerable customers with extra care and tailored assistance

Product and Marketing Teams

Design products with clear target audiences in mind and price them fairly based on value offered
Use clear, honest, jargon-free language in all marketing materials and product descriptions
Avoid highlighting benefits while hiding key terms in small print or using complex language
Ensure communications help customers make informed choices across all channels including apps and emails

Customer Service and Support

Help customers switch products, resolve complaints, or get support without unnecessary delays or barriers
Avoid making it difficult to cancel or redirecting complaints repeatedly to prioritize retention over wellbeing
Deliver on promises including low fees, simple switching, and support availability as communicated
Treat all customers fairly while considering individual circumstances and vulnerability factors

Compliance Testimonials Slider

Why fintech leaders love us

"5Mins.ai provides a readymade solution that allows me to provide tailored, up-to-date training to the entire firm while I build out our compliance function. It's scalable, efficient, and gives me reassurance."

Abdul Gofur

Head of Compliance & Anti-Financial Crime

"With 5Mins, compliance is no longer a box-ticking exercise. Continuous, bite-sized learning keeps employees vigilant while freeing our compliance team to focus on strategy. For fast-scaling fintechs, it's transformative."

Will Mason

Founder & CEO

"The platform doesn't just deliver information — it changes habits through spaced repetition, gamification, and relevance. 5Mins' approach of continuous micro-reinforcements creates a compliance foundation that can withstand scrutiny."

Udayan Goyal

Co-Founder

"Employees actually engage with compliance training voluntarily rather than dreading it."

Ed Lascelles

Partner

Compliance Hero Image

Compliance training your team won't dread

Compliance training and maintaining compliance is critical, but let's be honest, no one really likes doing it.

With 5Mins.ai you can:

Speed up training by 3 - 5x
Save your employees hours
Boost engagement by 6 - 10x
Gamify the full training experience

GET STARTED

Treating Customers Fairly Training - FAQ

Frequently Asked Questions

What is Treating Customers Fairly and who does it apply to?

Treating Customers Fairly (TCF) is a core principle of UK financial regulation introduced by the FSA in 2006 and continuing under the FCA. It requires firms to put customers at the center of everything they do by designing suitable products and delivering them clearly and fairly. TCF applies to all FCA-regulated firms and employees regardless of size or business model, and everyone in a firm has a role to play in ensuring fair treatment.

What are the six consumer outcomes of TCF?

The six TCF consumer outcomes are: 1) Customers are confident they're dealing with firms where fair treatment is central to the culture; 2) Products and services meet the needs of identified customer groups; 3) Customers receive clear, understandable information before, during, and after sale; 4) Where customers receive advice, it is suitable and takes account of their circumstances; 5) Products perform as firms have led customers to expect; 6) Customers face no unreasonable barriers when switching, claiming, or complaining.

How does TCF relate to the FCA's Principles for Businesses?

TCF is closely linked to Principle 6, which states a firm must pay due regard to the interests of its customers and treat them fairly. This principle is the foundation of the TCF initiative. Other FCA principles also support fair treatment, including Principle 7 requiring clear, fair, and not misleading communications, and Principle 9 on suitability of advice. Recently, Principle 12 established the Consumer Duty, building upon TCF with higher expectations for consumer outcomes.

What is the difference between TCF and the Consumer Duty?

TCF focuses on fairness of treatment—ensuring customers are treated honestly and respectfully without harm. The Consumer Duty, introduced in 2023, goes further by focusing on actual outcomes—ensuring customers get real, measurable benefits and value from products and services. While Principle 12 replaces Principles 6 and 7 for firms within scope of the Consumer Duty, TCF remains foundational. Think of TCF as the foundation and Consumer Duty as the next level that requires firms to prove good outcomes through evidence.

Treating Customers Fairly Compliance Training

Protect your organisation with streamlined Treating Customers Fairly compliance training.

With 5Mins.ai, Treating Customers Fairly principles become snack-sized videos employees watch.

Fully automated tracking eliminates manual follow-ups.
Live dashboards prove compliance in a single click.
Super-short 3–5-minute lessons keep learning efficient.

Ready to Enhance Customer Fairness?

Join thousands of professionals who trust 5mins.ai for comprehensive Treating Customers Fairly training.

👥 50,000+ Learners • 🚀98% Completion Rate

🏆 Leader in Compliance Training

Get started for Free