Retail Customers • FCA

What does “act to deliver good outcomes for retail customers” mean to you?

For each of the four key areas, we have assessed what we understand the customer would consider a good outcome.    

These identified outcomes are:  

Product and Services 

  • Customers are provided with a product that meets their needs  
  • Customers are provided with a product that is appropriate and meets their expectations  
  • Customers are provided with clear and easy-to-understand products  

Price and Value  

  • Customers are provided with a product where the price is fair  
  • Customers are provided with a product where the costs do not adversely affect the product’s value  

Consumer Understanding and Consumer Support  

  • Customers view marketing content that is clear, fair and not misleading.  
  • Customers deal with our contact support team are well-informed and understand our products.  
  • Customers that are vulnerable are identified and appropriate adjustments are made.  
  • Customers are provided with all the necessary information to make an informed decision.  
  • Customers receive relevant information in a timely manner.  
  • Customers' individual needs are considered when they use our product.  
  • Customers can understand all of the terms and conditions of the product and understand their obligation.  
  • Customers are responded to in a timely manner and in an appropriate way.  
  • Customers clearly understand how to request an account upgrade and how to access any feature on the app.  
  • Customers clearly understand how to make a complaint and what happens next.  
  • Customers have easy access to making a complaint, the channels to follow and are well-informed throughout the process.  
  • Customers are satisfied with how they are dealt with when making a complaint.  
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