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Risk,,assessment,,of,,TCF,,non-compliance,,Do,,you,,have,,a,,process,,for,,monitoring,,TCF,,standards,,amongst,,appointed,,representatives,,off-site?,,TCF,,training,,'tips,,and,,tools'.,,Promotional,,,material,,,Is,,,sales,,,and,,,marketing,,,material,,,(ads,,,,leaflets,,,,posters,,,,direct,,,mail),,,written,,,using,,,plain,,,English?,,,Are,,,jargon,,,terms,,,(eg,,,ASU,,,Variable,,,rate),,,fully,,,explained?,,,Does,,,the,,,material,,,carry,,,the,,,required,,,warnings,,,under,,,FSA,,,rules?,,,Are,,,you,,,satisfied,,,that,,,the,,,APR,,,quoted,,,is,,,an,,,accurate,,,reflection,,,of,,,the,,,costs,,,of,,,the,,,product(s),,,being,,,promoted?,,,Are,,,restrictions/exclusions/opt-ins,,,and,,,opt-outs,,,associated,,,with,,,the,,,mortgage,,,being,,,promoted,,,easy,,,to,,,pick,,,out?,,,Are,,,all,,,the,,,charges,,,,including,,,any,,,earlyredemption,,,charges,,,,made,,,clear?,,,Does,,,the,,,promotional,,,literature,,,make,,,clear,,,who,,,the,,,products,,,most,,,suitable,,,for?,,,Is,,,the,,,ad/direct,,,mail,,,letter,,,positioned/targeted,,,at,,,an,,,appropriate,,,audience?,,,Have,,,you,,,tested,,,the,,,promotional,,,material,,,with,,,a,,,non-expert?,,,Has,,,a,,,compliance,,,expert,,,checked,,,the,,,promotion?,,,Financial,,,promotions,,,,,,tips,,,and,,,tools.,,,Product,,,understanding,,,Are,,,you,,,happy,,,that,,,you,,,understand,,,the,,,product,,,literature,,,and/or,,,training,,,provided,,,to,,,you,,,by,,,lenders?,,,Do,,,you,,,have,,,a,,,procedure,,,for,,,challenging,,,literature/products,,,if,,,you,,,find,,,them,,,unclear,,,or,,,inappropriate,,,,,,or,,,if,,,there,,,are,,,points,,,on,,,which,,,you,,,are,,,unsure?,,,Could,,,you,,,demonstrate,,,this,,,if,,,asked?,,,Product,,,training,,,log.,,,Download.,,,This,,document,,has,,extra,,columns,,to,,enable,,you,,to,,keep,,a,,written,,record,,of,,ongoing,,TCF,,implementation,,in,,your,,business,,and,,could,,form,,part,,of,,your,,TCF,,Management,,Information.,,Printed,,,,in,,,,the,,,,UK,,,,on,,,,recycled,,,,paper,,,,containing,,,,a,,,,minimum,,,,.,,,,Download,,Small,,Firms,,TCF,,Self,,Assessment,,Tool,,kit,,(PDF,,document,,,76K),,Download,,FSA,,document,,Examples,,of,,key,,risks,,,indicators,,and,,questions(PDF,,document,,,358K),,Download,,TCF,,Principles,,Checklists,,Download,,TCF,,Principles,,Self-Audit,,Checklists,,.,,TCF,,staff,,training/awareness,,Is,,TCF,,written,,into,,your,,organisations,,stated,,values/aims?,,Is,,the,,TCF,,message,,affirmed/communicated,,to,,staff,,by,,senior,,management?,,Has,,your,,staff,,received,,information,,and/or,,training,,in,,the,,principle,,of,,TCF?,,Can,,you,,measure,,your,,staffs,,understanding,,of,,TCF?,,Is,,the,,training/information,,tailored,,to,,their,,area,,of,,activity?,,Could,,you,,provide,,information,,to,,confirm,,the,,above?,,TCF,,example,,objectives,,statement,,TCF,,training,,tips,,and,,tools.,,Understanding,,,,customer,,,,behavior,,,,in,,,,retail,,,,banking,,,,-,,,,ey.com.,,,,Regulatory,,Framework,,Insurers,,&,,Reinsurers,,Insurance,,Act,,Draft,,Insurance,,Bill,,2014,,version,,003,,Regulations,,to,,Insurers,,Guidelines,,to,,Insurers,,Draft,,Guidelines,,Schedules,,to,,Insurers,,Circulars,,to,,Insurers,,Standardized,,Insurance,,Policies,,Brokers,,&,,Medical,,Insurance,,Providers,,(MIPS),,Insurance,,Act,,Draft,,Insurance,,Bill,,2014,,version,,003,,Circulars,,to,,MIPs,,Circulars,,to,,Brokers,,Standardized,,Insurance,,Policies,,Agents,,&,,Other,,Service,,Providers,,Insurance,,Act,,Draft,,Insurance,,Bill,,2014,,version,,003,,Circulars,,to,,Agents,,Circulars,,to,,Service,,Providers,,Guidelines,,to,,Agents,,Standardized,,Insurance,,Policies,,.,,Download.,,About,,Us,,Vision,,Mission,,&,,Core,,Values,,Mandate,,&,,Objectives,,IRA,,History,,Board,,of,,Directors,,Strategic,,Plan,,Service,,Delivery,,Charter,,..,,Download.,,,,Principles,,,,of,,,,Good,,,,Complaint,,,,Handling.,,,,Our,,Customer,,Charter,,-,,Spark,,Energy.,,Download.,,Management,,information,,(MI),,Does,,your,,organisation,,keep,,statistics,,on,,the,,following,,key,,indicators:,,Volume,,of,,sales,,by,,product,,type,,Volume,,of,,sales,,by,,commission,,type,,Offer,,to,,completion,,rate,,Early,,redemption,,rate,,on,,limited,,period,,products,,Volume,,of,,complaints,,Complaints,,by,,adviser/product,,Complaints,,by,,other,,Percentage,,of,,complaints,,upheld/not,,upheld,,Percentage,,of,,complaints,,referred,,to,,Financial,,Ombudsmen,,Service,,(FOS),,All,,of,,the,,above,,by,,broker/adviser/appointed,,representative,,MI,,'tips,,and,,tools',,MI,,case,,study.,,Code,,,of,,,Conduct,,,&,,,Ethics,,,-,,,Hershey,,,,PA.,,,Treating,,,,customers,,,,fairly,,,,-,,,,culture.,,,,You,,,,can,,,,also,,,,download,,,,an,,,,adapted,,,,version,,,,(TCF,,,,Principles,,,,Self-Audit,,,,Checklist),,,,at,,,,the,,,,end,,,,of,,,,the,,,,page.,,,,Treating,,customers,,-,,npower.,,Client,,,,contact,,,,information,,,,(sales,,,,and,,,,after-sales),,,,Do,,,,you,,,,keep,,,,a,,,,copy,,,,of,,,,all,,,,correspondence,,,,with,,,,clients?,,,,Could,,,,you,,,,retrieve,,,,this,,,,if,,,,asked?,,,,Do,,,,you,,,,keep,,,,a,,,,record,,,,of,,,,provision,,,,of,,,,Keyfacts,,,,documents?,,,,Do,,,,you,,,,keep,,,,a,,,,note,,,,of,,,,telephone,,,,and,,,,meeting,,,,conversations,,,,and,,,,could,,,,you,,,,retrieve,,,,these?,,,,Do,,,,you,,,,keep,,,,in,,,,contact,,,,with,,,,your,,,,client,,,,after,,,,youve,,,,sold,,,,them,,,,a,,,,product?,,,,Do,,,,you,,,,record,,,,the,,,,above,,,,contacts?,,,,Client,,,,contact,,,,and,,,,disclosure,,,,log.,,,,Complaint,,,handling,,,Does,,,your,,,organisation,,,have,,,a,,,dedicated,,,complaint,,,handling,,,department,,,or,,,specialist?,,,Do,,,you,,,log,,,complaints,,,by,,,type/nature?,,,Do,,,you,,,follow,,,FSA,,,turnaround,,,standards,,,for,,,complaint,,,handling?,,,Do,,,you,,,follow,,,FSA,,,requirements,,,for,,,reporting,,,complaints?,,,Do,,,you,,,monitor,,,complaints,,,and,,,take,,,action,,,if,,,necessary,,,to,,,change,,,the,,,way,,,you,,,operate?,,,Does,,,senior,,,management,,,(where,,,relevant),,,review,,,complaint,,,statistics?,,,Do,,,you,,,offer,,,staff,,,training,,,in,,,complaint,,,handling?,,,Complaints,,,tips,,,and,,,tools.,,,Download.,,,Customer,,Service,,Charter,,-,,OCBC,,Bank,,Malaysia.,, 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