Treating Customers Fairly

Effective Solutions for the Fair Treatment of Customers

Fair Treatment of Customers is an important element of regulation and compliance as it goes to the heart of service provision and building a relationship of trust with a business’s clients and customers.

Businesses must be able to demonstrate that fair treatment of customers is a fundamental and natural task performed, as this will help with avoiding complaints and regulatory investigations.

In particular, the FCA advises that: ‘A firm must pay due regard to the interests of its customers and treat them fairly,and has set out six helpful consumer outcomes that is expected from all regulated businesses.

  • 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 products, switch providers, submit a claim or make a complaint.

At AML & Compliance we work with regulated businesses to deliver a seamless process for the Fair Treatment of Customers and ensure that processes and procedures are appropriately documented to protect the business itself and its customers.

Our services include:

  • A review of existing policies and operational processes to ensure the Fair Treatment of Customers is at their heart (including standard and vulnerable client processes)
  • Assistance in updating and maintaining policies and processes
  • Complaint handling and management
  • Auditing
  • Annual Directors’ report of compliance
  • Training


Talk to our Compliance Team

To enquire about our services and how AML & Compliance can work with your business, you can call us on 0203 985 8553, email us at, or complete an enquiry form.

Related Articles

The General Data Protection Regulation (GDPR) is a law that governs how organisations process personal data.

‘Big Four’ member consultancy firm Ernst & Young (EY) has repaid banking group Santander £15m after it failed to help the Spanish lender improve its anti-money laundering (AML) controls, reports suggest.

Identity fraud is now one of the biggest fraud threats to the UK public, with cases soaring by nearly a quarter over the last year, recent figures show.