Mission Statement for Treating Customers Fairly
What is TCF?
TCF stands for Treating Customers Fairly. TCF was implemented by the financial services board to ensure that the fair treatment of customers is embedded within the culture of all financial services providers. The goal of TCF is to improve customer confidence, ensure appropriate products and services, and enhance transparency and discipline.
What are the Six Outcomes?
Creative Thinking and all of its employees subscribe to all six of these outcomes of TCF:
- Customers are confident that they are dealing with providers where the fair treatment of customers is central to the provider’s culture.
- Products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly.
- Customers are given clear information and are kept appropriately informed before, during and afte the time of contracting.
- Where customers receive advice, the advice is suitable and takes account of their
- circumstances.
- Customers are provided with products that perform as providers have led them to
- expect, and the associated service is both of an acceptable standard and what they have been led to expect.
- Customers do not face unreasonable post-sale barriers to change product, switch
- provider, submit a claim or make a complaint.
Creative Thinking’s Promise to you:
We as Creative Thinking are committed to ensuring the following:
- Deliver prompt, friendly, efficient and relevant customer service at all times.
- Provide efficient customer-driven processes.
- Continuously improve and identify new technologies and endeavor to excel in the delivery of our customer service.
- Assist you in making an informed decision whether it may be a new product, claim or an amendment to your policy.
- Only provide you with products that you need.
- Encourage and build long lasting relationships with all our customers.
- Provide you with opportunities to provide us with feedback regarding the product and services that you have received and to make the necessary changes where appropriate to ensure customer satisfaction.
- Instill a culture of openness and transparency with regards to our processes and product.
What can you do to help?
- Providing and disclosing all the relevant information regarding your personal and medical information to enable us to provide you with products and services suitable to your needs.
- Tell us how we can improve our service and product.
- Inform us of any changes to your personal and medical information to ensure we keep our records up to date.
- Read through all your policy wording, associated documents and regulars communications carefully and familiarize yourself with our processes and products.
- Let us know if there is any aspect of our products that you do not understand or are happy with.