Finance glossary
Treating Customers Fairly — TCF
Also known as: TCF
In simple terms
Treating Customers Fairly is a long-standing FCA principle that financial firms must put fair treatment of customers at the heart of how they do business.
On this page
What does Treating Customers Fairly mean?
Treating Customers Fairly (TCF) is a principle the FCA has expected of firms for many years, built around delivering fair outcomes — such as suitable products, clear information and fair complaint handling.
It set the foundations that the newer, broader Consumer Duty now builds on.
How TCF works
TCF is expressed through the FCA’s Principles for Businesses and a set of consumer outcomes — for example, that products are designed to meet customers’ needs and perform as firms lead customers to expect. Firms are expected to embed this in their culture.
Since 2023, the Consumer Duty raises and sharpens these expectations.
How could this affect me?
TCF means you should expect suitable products, honest information and fair handling if something goes wrong. If a firm falls short, unfair treatment can form the basis of a complaint.
In practice, the Consumer Duty is now the main standard, with TCF the principle it grew from.
Things to watch out for
- TCF is a principle, not a payout — you still complain to fix a problem.
- The Consumer Duty now sets the leading standard.
- Fair treatment covers the whole product life, not just the sale.
Know your rights
- FCA Principles require regulated firms to pay due regard to customers’ interests and treat them fairly; the Consumer Duty strengthens this.
- Unfair treatment can be raised with the firm and escalated to the Financial Ombudsman Service.
General information, not personal advice
Consumer Credit is an independent information service. We do not provide regulated financial advice or sell financial products. For advice on your own situation, speak to an appropriately authorised firm or a free service such as MoneyHelper. About Consumer Credit.
Sources
We checked this page against these official and authoritative sources.
- FCA, Fair treatment of customers (opens in a new tab). Accessed 22 Aug 2026.