Treating Clients Fairly

Treating Clients Fairly is clearly a critical issue for all advisers, both as a governing principal in how you run your businesses and, of course, as a regulatory requirement. Client feedback has been identified by the FSA as one of the ways to contribute to the management information requirements and one which provides a clear path forward with respect to responding to any concerns.

Based on how you choose to customise the survey, the questions asked can support three high-level objectives:

• Assessing fairness in how you work with clients and supporting management information requirements
• Enhancing client loyalty, and
• Identifying additional revenue opportunities

It is important to note that there is a difference between 'satisfaction' and 'fairness' and we will provide questions that support both. In addition to all of the support tools to help you leverage the results, you will find two of the reports particularly helpful in relation to TCF.

1. A Client Report will be provided, in .pdf format, that you can make available to clients or post to your website. This will summarise the key findings and eliminate any of the commentary on the business. By making this information publicly available you can demonstrate that you put clients first.
2. A TCF Management Information Report will be provided, in .pdf format, that you can file and use as part of the management information package regarding TCF. This report summarises key data and removes any individual comments or client names.