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Home Training and Competence Mortage Market Review New FSA assessments TCF Info at a glance What is TCF? TCF Monitoring and Support TCF Principles Checklist Tips and Tools Case Studies Sole advisers and TCF Resource List News and Research	MMR Hot Topics New training and competence section - download our new audit checklist Send to colleague Send a link to this page to a colleague Print Print this screen 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 we've drawn these downloads from - if you're 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 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/ Financialpromotion 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
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