Our resources page brings together all of the TCF Info documents that you can download for free and adapt/own-brand for business or training purposes in support of TCF.

The bold section headings tell you which area of the website weve drawn these downloads from - if youre new to TCF Info we highly recommend that you first read the tips and guidance in these areas by following the links in the left hand bar.

TCF Bitesize  Assessing affordability and suitability  FSA says firms must work harder to implement TCF MI  Using sales MI to alert you to TCF risks  Disclosure: evidence and monitoring through TCF MI TCF Principles Checklist  TCF Principles Checklist document  TCF Principles Self-Audit Checklist document Tips and Tools - TCF Planning  Objective Statements Tips and Tools - TCF Training  Training Plan  Staff training log  Product training log Tip and Tools - Complaints  Complaints Procedure   Complaints procedure: at-a-glance flow chart  Complaints resolved by the end of the next business day - log  Customer complaint - report sheet  Complaints - general log sheet  Recommendation following complaint (RFC) - report sheet  RFC log outcome/tracking   Complaints Procedure (Consumer Leaflet)  Written complaint acknowledgement letter  Verbal complaint acknowledgement letter  4 week holding letter  8 week holding letter  Complaint upheld final response letter  Complaint not upheld final response letter Tips and Tools - Financial Promotion and TCF  Advertising/ Financial promotion checklist Tips and Tools - Sales and Advice  TCF Customer statement  IDD and KFI checklist  Fact Find checklist  Product suitability checklist  Disclosure timings and TCF  Client contact and disclosure log  Customer feedback survey (mortgage only)  Customer feedback survey (mortgage and insurance) Tips and Tools - MPPI and TCF  MPPI eligibility questionnaire  Demands and needs checklist - sales advised   Demands and needs checklist - non-sales advised  'Need to know' customer statements Tips and Tools - Management Information (MI)  MI checklist  Advertising and financial promotions - MI and actions  Sales MI checklist and corrective action  After sales service - MI and corrective action  Culture and values - MI and actions  Complaints - MI and actions  Point of sale and pre-completion MI and corrective Case Studies  Disclosure Case Example  Lending into Retirement Case Example  MI Case Example  MI Sales Advice Case Example  MPPI Case Example  Product Suitability Case Example  Renumeration/ Incentives Case Example  Self Cert Case Example