• Doing business with the FSA
  • Being regulated
    • Treating customers fairly
      • Cluster reports
        • Quality of advice
        • Management information
        • Mortgages
        • General insurance

This page contains links to the Cluster Reports. We hope that they will be of interest and assistance to those working on Treating Customers Fairly (TCF).

The reports include the results of supervisory work ('clusters').  We look at the systems and controls the firms have in place in a number of specific areas of their businesses and the implications these have for how they go about treating their customers fairly.

The status of these reports

These reports do not give formal guidance on the interpretation of the TCF Principle. They are intended to provide helpful material for firms and others considering the implications of TCF in specific circumstances. And they also provide some practical examples of good and bad practice for firms to consider in their implementation of TCF.

This material was discussed with the TCF Consultative Group which we established to help with this work.

Reports

To read the summary reports of our most recent supervisory work, please select the relevant topic from the index below:

• Quality of advice
• Management information
• Mortgages
• General insurance

In addition to the most recent Cluster Reports, the Cluster reports below may be of interest and assistance to those working on TCF.

• Product design [PDF]
• Management information [PDF]
• Remuneration [PDF]
• Strategic change [PDF]
• Complaints management [PDF]
• Interfaces between providers and distributors [PDF]
• Progress in implementing TCF among larger firms [PDF]
• Progress in implementing TCF in some medium and smaller firms [PDF]

We have also prepared several case studies for discussion. See the case studies pages for more information.