Published on 26 Oct 2022 • United Kingdom |
Outcome 1 | Consumers can be confident that 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 both 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. |
"Firms should embed a focus of acting to deliver good outcomes in each of their business functions and put customer interests at the heart of their business model and culture. This ranges from high-level strategic planning to individual customer interactions, as well as product and service development, sales and servicing, distribution, support, and risk and control functions".