Asset Finance

Consumer Finance

Motor Finance

Treating Customers Fairly (TCF) – January 2018


Registration 09.30 – Start 10.00 – Finish 17.00

Welcome, introductions and personal objectives

Journey to the FCA

  • The transformation of the FSA to the FCA
  • FCA Statutory Objectives
  • Reactive to Proactive “Principles Based Supervision”
  • The history of the TCF initiative

SYNDICATE EXERCISE – Review of recent enforcement cases (links to TCF)

Supervision under the FCA – What will it look like?

  • Current supervisory climate
  • Risk based supervision
  • Firms classification – C1 – C4
  • From Arrow to the Firms Systematic Framework (change in supervisory approach)

What is TCF in practice and what does it really mean to firms?

  • The Principles for business and the links to TCF
  • The 6 TCF Customer outcomes
  • TCF Cultural drivers and the current regulatory focus on them
  • Senior Management Responsibilities for TCF

SYNDICATE EXERCISE – Positive and Negative Cultural Drivers

Organisational Culture

  • What is organisational culture
  • What role can it play in the success of a business
  • How culture is embedded and sustained
  • The link between culture and the TCF initiative

PRACTICAL ACTIVITY – Undertake a short culture survey that will identify your current position

Governance and Oversight of your TCF initiative

  • What KPI’s should you have
  • How do you define acceptable measures
  • Where and how do you draw the data together
  • The principles of good MI

PRACTICAL ACTIVITY – Identifying good TCF measures within a firm

Summary and conclusions