Treating Customers Fairly

Compliance training helps to ensure that employees are adhering to the regulations and laws required of them and that their actions do not put the organisation they are representing in a difficult or even illegal position. This course aligns with FCA guidelines and demonstrates the importance of being transparent when dealing with customers, not misleading them in order to make a sale and ensuring they have all the information they require to make an informed choice. According to the Financial Conduct Authority, ‘All firms must be able to show consistently that fair treatment of customers is at the heart of their business model. There are six consumer outcomes that firms should strive to achieve to ensure fair treatment of customers’. These outcomes are defined by the Financial Conduct Authority as follows.

  • Outcome 1: Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.
  • Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
  • Outcome 3: Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Outcome 4: Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Outcome 5: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Outcome 6: Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

In this course, you’ll learn how to ensure a culture of fair treatment of customers within your organisation. Developing an understanding of the requirements of the FCA and how it should be applied.

Watch this video for a quick overview of our Treating Customers Fairly course.


Who is it for?

This training topic is at the heart of the Financial Conduct Authority’s objectives and so is of critical importance. It’s also practical learning for those people who want to create a culture of treating customers fairly and do the right thing. Therefore, this course is for you!

Why study this course?

To put it simply, you’ll ensure your compliance with the FCA guidelines regarding Treating Customers Fairly. With this course:

  • You’ll understand what constitutes fair treatment of customers
  • You’ll help ensure personal compliance for treating customers fairly
  • You’ll appreciate the six consumer outcomes as set down by the Financial Conduct Authority
  • You’ll understand your obligations as a manager/employee and know how to effectively ensure fair treatment of customers
  • You’ll improve general compliance within your organisation
  • You’ll help to develop a compliance culture within your organisation
  • You’ll help your company avoid potentially costly litigation and fines

Key facts

Average course duration: 40 minutes. Course content broken down as follows:
  • It’s an online e-learning short course
  • Containing two interactive modules
  • Blending text, graphics, interaction and images
  • Get downloadable factsheets
  • Regular on-going testing as you progress
  • A full final assessment with certification

Price: GBP 20.00

Why study with ICM?

Practical courses - This course is designed to help you in the real business world, giving you practical skills that you can quickly and easily implement in the workplace.

Interactive and engaging - Learning doesn’t have to be boring. This multi-media course is designed to keep you engaged throughout.

Step-by-step learning - This course is broken down into easy to manage bite-size chunks. From start to finish we take you on an enjoyable learning journey.

Certificated courses - Employers recognise hard work and you will be awarded an official ICM certificate upon successful completion of your course.

Course content

  • 1What does fair treatment mean?

    Using scenarios and examples, develop an understanding of what fair treatment is and how it should be applied to workplace situations.

    • Review some specific examples and apply your own understanding to the fairness of the situation
    • Explore each of the regulatory outcomes as outlined by the FCA
    • Understand how the culture of an organisation is developed
    • Identify how a company’s values are the basis for the fair treatment of customers
  • 2Taking personal responsibility

    Understanding the personal responsibility that you have when it comes to applying the six outcomes of treating customers fairly. And how this applies even if you do not directly deal with customers yourself.

    • Review different job roles and how they have a personal responsibility for treating customers fairly
    • Examples of different areas where treating customers fairly can and should be applied
    • Challenging personal values around how we should treat customers and testing this knowledge through real examples