TCF - buzz word or the real McCoy?

The introduction of Treating Customers Fairly (TCF) by the Financial Services Authority (FSA) has not been without its cynics. Some see it as a regulatory imposition, others question whether it really will improve the way the insurance industry behaves.

Our view

We believe TCF has to be at the heart of everything a company does, and that’s the way it’s been at Bright Grey from the beginning.

We developed everything with fair treatment in mind - from product design to literature and customer service - before the FSA introduced it as a principle.

Our attitudes, experiences, beliefs and values stem from the idea that customers should feel confident that they are being sold a product that is right for them, in the right way.

When we developed our Personal Protection Menu we carried out extensive resarch with consumers and with financial advisers to ensure that the product met their needs and expectations.

This led directly to the development of our Helping Hand service, our focus on clear, understandable literature without small print, and flexible benefits.

TCF at Bright Grey is a continuous process. As a protection specialist, we focus 100% on improving and developing our products to meet our customers’ changing needs.

When we developed our Business Protection Menu it went through the full business case and risk analysis process, and we recruited specific expertise in the distribution team to make sure that the product meets customer needs.

We see TCF as a positive thing: it provides you with the reassurance that your customers will be treated well – both now and in the future. So it’s good for your clients and your business.

For more information on how we demonstrate the FSA’s six TCF principles:

Download our 'Treating Customers Fairly' guide PDF

Size: A4 - 12 pages - 439kb

Online publication date: Feb 10

For more details on the FSA’s TCF initiative, go to www.fsa.gov.uk.