FCA TREATING CUSTOMERS FAIRLY OUTCOME
BS 8477 2014 Kitemark
Outcome 1: Consumers to be confident they are dealing with firms where fair treatment of customers is central to the corporate culture.
BS 8477: 2014:
3.2 Achieving consistent services
4. Customer service & culture
4.2 Culture
3.2.2 Achieving customer service.
Outcome 2: Products & services marketed & sold in the retail market are designed to meet the needs of identified consumer groups & targeted accordingly.
6.3.2 (e) Creating products with the needs of the customer.
Outcome 3: Consumers are provided with clear information & are kept appropriately informed before, during & after point of sale.
6.3 Managing customer expectations
6.3.2 General provision of information
6.3.4 Order purchase, delivery and billing
Outcome 4: Where consumers receive advice, the advice is suitable & takes account of their circumstances.
6.3.9.2 Customer support activities
6.3.2 General provision of information to customers.
6.1 Customer service processes: the customer service processes should be designed to ensure that customers receive appropriate, high levels of service. (9001)
6.3. Managing Customer expectations
6.3.3 Pre-purchase data
Outcome 5: Consumers are provided with products that perform as firms have led them to expect and associated services is of an acceptable standard and as they have been led to expect.
6.3.2 e) tailored products that meet customer needs & useful to them.
6.3.9.2 Customer support services.
7.2 Customer Feedback
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.
6.3.4 Ordering a) explanation of costs, if relevant where there is more than one option of service delivery.
7.7 Complaint handling
For further information and to book your Customer Service Kitemark survey please contact: Marcus J Allen at Thamer James Ltd. Email: [email protected]
Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and gained a master’s degree in Management Learning & Change from the University of Bristol. Marcus is registered under the BSI Associate Consultant programme.
Marcus Allen BS8477 / FCA Treating Customers Fairly – April 2020