Treating Customers Fairly (‘TCF’) was first introduced by the Financial Services Authority in 2006, and remains central to the Financial Conduct Authority’s expectations that firms put the ‘well-being of customers at the heart of how they run a business’.

At Hamlins our processes and procedures enable us to fully embrace TCF in everything we do. We are committed to providing the highest standards of service to both our clients and our clients’ customers.

We do this through ensuring the FCA’s six key customer outcomes identified in TCF are borne in mind throughout our actions and our culture.

To achieve this, we have created innovative management information reports so that our clients can be confident TCF is fully integrated into our workflows. Reports can be tailored to individual clients, but have a consistent emphasis on achieving the levels of service envisaged by TCF. Clients are therefore assured that checks are in place at every stage to ensure the best potential Customer Outcome is achieved, alongside our duty to act in our clients’ best interests.

All staff receive regular training on TCF, which forms part of their induction, and our TCF compliance is backed up with an efficient and effective complaints policy.