Welcome to Searchlight's TCF Assessment System

Complete our assessment and let us help you to measure your compliance with free advice from our dedicated team!

Below you will find 6 statements relating to Treating Customers Fairly – your response to these statements will allow our team of specialist consultants to build a picture of your current level of compliance and any actions that you may need to take.

Fields marked with * must be completed.

Statement 1

“We have put in place a positive culture to influence the way all staff treat our customers” *

We are uncertain what the FSA means by cultural drivers
We understand the concept of cultural drivers but are uncertain how to apply them
Cultural drivers are applied informally in various business processes but we do not retain evidence
The cultural impact of key decisions is discussed at board level and some records are maintained
We have a thoroughly integrated process for identifying and applying cultural drivers in all aspects of the business

Statement 2

“We ensure that our literature is entirely appropriate for our target market” *

We have not yet considered how appropriate our literature is for our target market
We are uncertain about the characteristics of our target customers
All customer literature is signed off by somebody appropriately qualified
All of our customer literature is signed off in line with published company procedures
All customer literature is signed off against published company standards and standards are regularly reviewed in line with customer feedback from various sources

Statement 3

“We make certain that each customer is sold the most appropriate product for their needs and that they have sufficient understanding of what they are entering into” *

We do our best to train our sales people before they are allowed to sell without supervision
We regularly re-test our sales people to ensure their knowledge is up to date
Real time sales activity is observed and subject to consistent feedback by qualified supervisors
We regularly review the activity of our sales people and their pay is influenced by quality measures such as persistence
We have a documented process for seeking feedback from customers and applying improvements to our processes

Statement 4

“There are adequate after sales resources in place to ensure that our customers can query, review, switch or claim against their policies” *

We have a process for dealing with post sale administration but in reality, we focus our attention on getting new business
We fit in post sale administration as best we can
Staff are managed to strict deadlines
Supervisors monitor the speed and efficiency of post sale administration and have the power to re-direct work or add resources as needed
The adequacy of resources to complete post sale administration is discussed at board level and steps taken to ensure that quality of service is maintained

Statement 5

“We ensure that every customer complaint is handled efficiently and considered on its merits” *

We have a process for dealing with post sale administration but in reality, we focus our attention on getting new business
We fit in post sale administration as best we can
Staff are managed to strict deadlines
Supervisors monitor the speed and efficiency of post sale administration and have the power to re-direct work or add resources as needed
The adequacy of resources to complete post sale administration is discussed at board level and steps taken to ensure that quality of service is maintained

Statement 6

“We capture data about every facet of our business and can demonstrate how it has been used to improve the way we treat our customers” *

We are uncertain what kind of information should be collected and how to record it
We are aware of the need to collect Management Information but not actively working on a solution
We are currently developing a process for the consistent capture of Management Information
We are currently implementing or updating our process for gathering Management Information and applying the lessons learned from it
There is an individual within the firm who has overall responsibility for capturing Management Information who has sufficient authority to require reviews of business practices when appropriate

Contact Details

First Name: *
   
Last Name: *
   
Company Name: *
   
Contact Number: *
   
Email Address: *
   



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