Course title: Helping lenders treat customers fairly  
                                                                                                     
Trainer: Paul White

Course outline

This practical, one-day workshop will focus on how the FSA assess the embedding of TCF within member firms.  The workshop will explain the FSA Arrow visit process and how the FSA will use the Culture Framework when assessing firms. A ‘hands on’ approach will be adopted, allowing attendees to get a feel for the process by reviewing case studies.

Delegates will be asked to identify issues, potential risks and the evidence that the FSA might ask for in assessing the outcome of those risks.

Delegates will consolidate the learning by reviewing their own firm’s TCF evidence. This will lead delegates to identify their own strengths, weaknesses and next steps. Intouch will be able to use their experience, derived from training FSA supervisors, in assessing TCF within firms.

Learning objectives

Participants will:

• Understand customer outcomes and the need to define their firms’ desired outcomes
• Understand the FSA Arrow process
• Understand the difference between management information and evidence
• Understand the concept behind and the application of the FSA’s cultural framework
• Be able to analyse evidence and identify issues and the potential risk of poor consumer outcomes
• Have an excellent opportunity to hear from genuine industry experts who have trained the FSA in how to assess TCF in, for example, Arrow 2 visits, and to network with peers 

Who should attend?

This workshop is essential for all senior managers interested in assessing how embedded treating customers fairly is in their organisation’s culture, and how the FSA will assess this. The workshop will be most valuable to chief executives, TCF project managers, ‘champions’, compliance officers and audit teams.