Transparency in Financial Services

The FSA has recently announced that, from early 2009, they are to publish details of customer complaints. Should this cause concern to financial services providers as they seek to protect their brand image?

Whilst the proposals are still very much at the discussion stage, it is evident that the move towards greater transparency will have a big impact on how the financial services industry markets itself, and how it will deal with any fallout from these reports.

Moving towards a more transparent way of communicating is nothing new. Treating Customers Fairly (TCF) has been a massive concern in recent years – but never more so than at present as the industry seeks to ‘keep the customer at the heart of everything we do’!

PCDfinancial has worked increasingly closely with our clients to help them implement TCF across their business models.  As financial marketing specialists, we have an in-depth understanding of the regulations surrounding TCF as well as measurement and proof of TCF across our clients’ businesses.

PCD’s involvement ranges from ensuring collateral is printed in an appropriate font size, through to writing clear, understandable product copy and designing wide-ranging schemes to encourage and reward employees for making TCF an integral part of their everyday work. Our approach is not simply to help you jump through the TCF ‘hoop’… we help our clients build their business by embracing transparency and harnessing the positive feelings which can and should accompany it.

To arrange for PCD to complete a TCF audit for you, to see how you can better demonstrate TCF in your work, or just to find out more about the services we offer, email steve@pcdagency.com or call 01943 872505.

 

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