Conduct Risk and Treating Customers Fairly - Searchlight Insurance Training

Conduct Risk and Treating Customers Fairly

Contrary to a commonly held misconception that Conduct Risk has superseded it, Treating Customers Fairly (TCF) remains at the heart of the Financial Conduct Authority’s (FCA) objectives. However, Conduct Risk provides an added dimension which firms must take into account when taking steps to demonstrate the existence of customer centric culture and providing evidence of positive consumer outcomes.

This interactive and practical application course will help firms understand and demonstrate where and how fairness and good consumer outcomes may be shown to be central elements of their business model, strategy, culture, distribution, service, marketing and product development. Done properly TCF and Conduct Risk should precede commercial priorities, and not be considered after them!

This course will support any firm that is reviewing the implications of Conduct Risk and how these play into and are influenced by the ongoing requirement to treat customers fairly. 

Who Should Attend?  

  • Executive and non executive directors
  • Compliance staff
  • Risk managers
  • Operations managers
  • Marketing/Product development staff

Click “Check Availability” to find out which dates are available and make a booking or contact us on 01372 361177 or at . Alternatively, please let us know if you would like us to deliver this as an in-house workshop.

Level: Regulatory

Duration: 1 day(s) CII CPD Hours: 6


  • Explain the expectations of TCF within the context of the FCA’s objectives
  • Explain the relationship between TCF and Conduct Risk
  • Interpret and apply the TCF Outcomes with reference to Conduct Risk
  • Identify where customers can be most vulnerable across the product life cycle
  • Diagnose how TCF and Conduct Risk impact beyond customer facing roles
  • Identify the Management Information that demonstrates your performance against fairness outcomes
  • Assess how well your culture supports fair treatment of customers and appropriate/good conduct
  • Develop robust and appropriate policy and strategy to support TCF and the mitigation of Conduct Risk


  • Conduct Risk – what it is and how it may be defined
  • Revising the TCF Outcomes – what they mean to your business and your customers
  • Distinguishing between fair and unfair customer treatment: making the connections
  • The product life cycle and the customer “touchstone moments of truth” across your product life cycle
  • Culture and fair treatment of customers: drivers and indicators
  • Dusting off and re-running your TCF gap analysis with reference to Conduct Risk
  • The FCA’s expectations of senior executives
  • Case Study. Assessing TCF strategy and policy: robust, appropriate and aligned with Conduct Risk?
  • The management Information that demonstrates your fairness at the heart of the business and commitment to achieving and evidencing good consumer outcomes.