The 'management behaviour framework' for small firms sets out the management actions we believe will help your firm treat customers fairly. We use this framework to help us assess whether firms are able to demonstrate that they are treating their customers fairly. You should use it to assess how your firm is doing.

Questions to think about

Leadership

• How do you champion the fair treatment of customers to your staff and ensure that it is integral to the way your firm carries out its day-to-day business?
• How do you manage and control 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 staff 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 you provide your customers with clear information and/or suitable advice before, during and after sale?
• How do you ensure you deal with complaints fairly and that any lessons are learned to ensure you can try to avoid those problems in future?