Handle with care

In July 2005 the Financial Services Authority (FSA) launched its treating customers fairly (TCF) initiative. While the TCF concept is nothing new, the purpose of the regulator's initiative was to challenge firms to review their position and, more importantly, show them once again that taking care of customers should be integral to the way business is conducted. In particular, the FSA aims to achieve four things - capable and confident consumers; simple and understandable information for, and used by, consumers; well-managed and adequately capitalised firms, which treat their customers fair...