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
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