TREATING CUSTOMERS FAIRLY (TCF) 

The six TCF outcomes

The FSA has defined six consumer outcomes, which explain what they want TCF to achieve for consumers.  Sterling have fully embraced this philosophy into our companys practices. Unfortunately not all of the FSA's policies qualify for a Plain English standard therefore we have listed the six consumer outcomes with an explanation in everyday language as to how Sterling have embedded this into our business.

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

'We will treat all clients equally and fairly regardless of situation, financial position or advice required.  This applies to the Directors, Advisers and Paraplanners at Sterling'

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.

'We will always ensure we make the most suitable recommendation from the whole of the market to suit a clients needs' 

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

'All our advice is given in writing prior to any transaction.  Annual reviews are scheduled with an adviser to ensure recommendations continue to be relevant and suited'

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

'We will always complete a thorough Fact-Find to ensure we 'know our clients' before any advice is offered as this is the only way suitable advice can be given'

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.

'We will give all the positive and negative points relating to any products recommended.  An adviser or our team of experienced paraplanners are always available to speak to regarding your queries by telephone or email during normal office hours.  Sterling Financial Advice pride itself on the service standards we offer and maintain'

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.

'We have a structured annual review process where any alterations to products or policies will be discussed and administered without additional fees from Sterling'

We feel that having this philosophy embedded throughout the company will give our clients and ourselves the greatest chance of future success and happiness in the business relationship.

Sterling Financial Advice Ltd is authorised and regulated by the Financial Services Authority.  FSA No 434667.  Registered in England No 05349147.  Registered Office: Sterling House, 2-6 Market Place, Atherton, Manchester. M46 0EG.

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