TCF Info MI resources - quick links

The deadline for having appropriate TCF management information (MI) or equivalent measures in place was the end of March 2008. This page provides quick links to TCF Info practical resources that will help you if you're not sure you're keeping appropriate MI. They will also help you set up and start using MI from scratch if you're a new business.

Bear in mind that gathering MI is just one part of the process. Senior management (or the business owner in the case of small firms) also needs to review the MI regularly, and take corrective action where necessary. Read the later section Using and acting on MI for more useful tips and links.

Note that by the end of December 2008 you must be able to show that TCF is embedded into your everyday business and that you are consistantly treating customers fairly. Effective MI will enable you to do this.

Training logs

You can download and use/adapt the logs below to evidence monitoring of product knowledge, feedback and training as part of TCF.

• Download staff training log
• Download product training log 
• Read TCF Info 'Training Tips and Tools' pages

Complaints and acting on complaints

You can use the logs below not only to evidence complaints monitoring but also to show how you are using complaints MI to drive change that supports TCF.

• 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 
• Read TCF Info ‘Complaints Tips and Tools’ pages
• Read TCF Info Complaints and MI Case Study

Client contact and disclosure Log

You can use or adapt this simple log to confirm contacts with clients and which documents you’ve disclosed and when. It will help ensure that you implement TCF and enable you to show the FSA how you monitor disclosure.

• Download client contact and disclosure log
• Read TCF Info ‘Sales and Advice Tips and Tools’ pages

Using and acting on MI

• Read the page ‘TCF MI – key principles for a five step approach to setting up and using MI.
• Read our Complaints MI Case Study to see how to apply MI in practice
• Read our MI Checklist page for an overview of the types of MI you may need to keep in order to monitor TCF in your firm. Each section of the checklist is followed by a download - a copy with extra columns, in which you can record targets for the period and what action is taken where a target isn't met.
• Read the full range of our MI material from the page MI Tips and Tools