Treating customers fairly should be at the heart of your business and considered in every business decision you make.  It is at the core of our outcome-focused approach to regulation. Focusing on the six consumer outcomes will help you ensure you are treating your customers fairly and meeting FSA requirements.

Applying this to your business

To bring more clarity to the outcomes we have set these out as they apply to financial advisers, mortgage brokers and insurance intermediaries because you have told us that you prefer to see just the information that applies to your type of business. However most of these examples will sit across all three business types so if you are engaged in more than one type of business you will see some repetition.  We have also included, where appropriate, some additional points for sole advisers to consider. 

The examples

There are examples of what we consider good practice and also some examples of poor practices that we have seen during our assessments and in our follow-up supervision work which in some cases has led to action being taken against the firms concerned.

These examples are by no means an exhaustive list as we know that all small firms operate in different ways – from their size to the complexity of product and type of business they undertake – but they should demonstrate how the consumer outcomes can apply to different firm types.

Financial adviser 
Mortgage broker 
General insurance intermediary

One minute guides

Have a look at our one minute guide on TCF and on Principles –based regulation.