Treating customers fairly
.Treating customers fairly is one of our principles for business and at the cornerstone of our efforts to ensure consumers get a fair deal.
Your firm should be able to demonstrate, through your management behaviours, that it consistently treats its customers fairly. See more about the culture of treating customers fairly .
Here are some of the examples of good and poor practice that we have seen when assessing firms. You may find some of these helpful in determining how your firm is meeting its obligations to treat its customers fairly.
Assessments – how we assess your firm is treating its customers fairly
Tips to reassure us that you are treating your customers fairly
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Take the fair treatment of your customers seriously – small firms can make rapid progress.
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Focus on achieving the consumer outcomes – these will help you understand what we mean by treating customers fairly.
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Look at your management behaviours to ensure you have the right culture and behaviours in place.
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Look at our guide to management information, to make sure you are making best use of the information you collect in your day-to-day business.
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Be clear about how you are going to meet our requirements. Your firm must be able to demonstrate, through its management behaviours, that it consistently treats customers fairly.
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