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Treating Customers Fairly (TCF) – Dead in the water or alive and kicking?
Understandably TCF received a lot of attention in the run-up to the two FSA imposed industry deadlines in 2008. This required financial services firms to have robust measures in place to allow an...
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How to tell if training worked?
After every training course, Huntswood measures how well the message got across. Just like everything else in business, training must be measured for you to assess your return on investment. Too often...
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Holistic implementation of effective TCF
Companies need to deliver revenue that increases profitability; however, this should be linked to the way a company treats their customers with the aim not only to fulfil the standards demanded by the...
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Mortgage lending: the bar is moving up
by Paul Scott, Director of Advisory Services, Huntswood The FSA’s first attempt at the Mortgage Market Review was roundly criticised, so much so that Adair Turner took a personal interest, thinking it...
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Who reads the T&Cs?
Former Financial Services Consumer Panel chairman John Howard on how much shorter T&Cs would encourage people to read them. Originally published by MoneyMarketing.co.uk on June 18th 2012. Life is...
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Decisions, decisions: Clydesdale £8.9m fine
www.huntswood.com The Financial Conduct Authority’s (FCA) has fined Clydesdale Bank £8.9m following what appeared to be a catalogue of errors in the way it treated 42,500 mortgage customers. The issue...
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A complainant’s Christmas wish
www.huntswood.com ‘Twas just before Christmas, when all through the land Customer letters were written, both typed and by hand, Complaints were answered, decisions explained, If handled carefully,...
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Why aren’t risk profiles assessed like this?
www.huntswood.com Failure to appropriately assess customers’ risk profile as part of the sales process is not a new problem for financial planners. Our work with firms reveals four steps to good risk...
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