Treating Customers Fairly Guidance Manual


The requirement on firms to treat their customers fairly is a term that is commonly used in the Financial Services industry.  However, it has always been firmly rooted in the Financial Conduct Authority’s and before that the Financial Services Authority’s principles.

This manual provides guidance on how to meet Principle 6, which states ‘a firm must pay due regard to the interests of its customers and treat them fairly’.  It also includes the six outcomes and in particular how to implement and firmly embed them into your business.

From the 31st July 2023, Principle 6 will be superseded with the Consumer Duty Principle 12.  However, where business falls outside the Consumer Duty, Principle 6 will remain.  Therefore we have updated our TCF Manual so that it continues to meet the requirements for firms where TCF continues to apply, but also refers to the Consumer Duty and customer outcomes where relevant.

FORMAT: All documents are downloadable via email upon receipt of payment.


WORD DOCUMENT: 12 PAGES – Updated with Consumer Duty requirements – July 2023 


  1. Introduction
    1. Consumer Duty and TCF GAP Analysis Report
    2. Good Practices
  2. Thematic Studies
  3. The FCA Six Outcomes
    1. Outcome 1: Customers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture
    2. Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and targeted accordingly.
    3. Outcome 3: Customers are provided with clear information and kept appropriately informed before, during and after the point of sale
    4. Outcome 4: Where customers receive advice, the advice is suitable and takes account of their circumstances
    5. Outcome 5: Customers are provided with products that perform as firms have led them to expect, and the associated service is both of an acceptable standard and as they have been led to expect
    6. Outcome 6: Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint
  4. Management Duties
    1. Product Life-Cycle
    2. Management Information
  5. Quality of Advice
  6. Mortgages
  7. General Insurance
  8. Embedding