Management behaviours
The FSA has published a paper on corporate culture which includes a 'management behaviour framework' for small firms. This framework sets out the management actions we believe may lead to your firm treating your customers fairly and those which may not. We will use this framework, along with our existing tools, to assess how firms' management are embedding TCF into the way they run their business.
Help for you
Use the help available to identify the key management behaviours that could affect how fairly your firm treats its customers:
- Management behaviours framework [PDF] (annex 2)
- Questions below
- Good and poor practice
Leadership
- How are you championing TCF to your staff and ensuring that it is integral to the way your firm carries out its day-to-day business?
Managing and controlling your business
- How do you ensure your recruitment and reward structures complement and support your firm's values?
- How do you educate and train your advisers/sales and other customer facing staff to ensure that your customers achieve a fair deal?
- How do you measure performance and service standards?
Dealing with customers
- How do you ensure your customers are provided with clear information and/or suitable advice before, during, and after sale?
- How do you ensure complaints are dealt with fairly and that any lessons are learned to ensure they can, as far as possible, be avoided in future?