Advertising and financial promotions – MI and actions
(Outcomes 2, 3 and 5)

Review period:

Data measured (MI)

What this MI shows

Target

(Set by your firm. Should be what your firm believes will demonstrate TCF in relation to the six consumer outcomes)

Result

Actions

(Where target not met indicate how root cause will be investigated and recommended timescales for remedial action)

Volume of complaints by promotion type (advertisement, DM)

Could indicate that promotion is unclear or inaccurate, depending on the nature of the complaint.

The nature of the complaint, root cause, and decision taken can indicate whether a customer has been treated fairly.

Number of compliance breaches picked up by the in-house approval process

May indicate:

• approval processes are operating satisfactorily
• a poor technical understanding in marketing areas – training need
• a poor understanding of what constitutes clear, fair and not misleading information – training need

Number of compliance breaches picked up by FSA

Misleading information reaching the customer. May indicate problems with the approval process and/or a poor technical understanding in the marketing areas.

Number of promotions pre-tested with target customers

Evidences embedding of TCF in financial promotions development.