Treating Customers Fairly (TCF) & Conduct Risk Training Course

What Makes Compliance Consultant Courses Different

Your course director is a highly experienced, qualified executive who draws on years of frontline regulatory and advisory experience to bring the subject to life. Delegates benefit from real-world insight rather than abstract theory.

We do not use academics. All our trainers are experienced practitioners with relevant qualifications and vocational experience, ensuring the training reflects how firms operate and how regulators assess conduct in practice.

Over recent years, we have delivered a wide range of core governance, risk and compliance courses. This gives us a clear understanding of what good and poor conduct looks like, and the unintended consequences that can arise from weak decision making, culture, and controls.

The course is supported by highly interactive and engaging case studies, consistently rated by delegates as a highlight, and we are judged by our results — with feedback from previous participants consistently reflecting the practical value and relevance of our training.

Download our Conduct Risk checklist and supporting materials

Course Objectives

By the end of this Treating Customers Fairly (TCF) & Conduct Risk course, delegates will be able to:

• Put customers’ best interests first in line with FCA expectations and Consumer Duty

• Apply the six Consumer Outcomes to ensure customers are treated fairly across the customer journey

• Identify and carry out the practical tasks required to evidence TCF within their organisation

• Use management information (MI) to monitor conduct risk, assess customer outcomes, and demonstrate fair treatment

• Understand how poor decision-making, culture, and controls can lead to mis-selling, complaints, and regulatory intervention

Who Should Attend?

This course is designed for individuals working within financial services, including:

• Front-line staff involved in sales, advice, or customer interactions

• Compliance, risk, and governance professionals

• Managers and senior leaders with conduct or customer outcome accountability

• Employees responsible for:

  • Product design and distribution

  • Customer communications and policy wording

  • Complaints handling and remediation

The course is particularly valuable for those at risk of inadvertently mis-selling, issuing misleading communications, or operating ineffective complaints handling procedures.

Course Content Overview

This course is structured around practical sessions designed to help delegates understand, manage, and evidence Treating Customers Fairly (TCF) and Conduct Risk in line with FCA expectations.

Session 1 – Understanding Conduct Risk & TCF

This session establishes a practical foundation for understanding conduct risk and its relationship with Treating Customers Fairly.

Delegates will explore:

• What is meant by conduct risk and how it manifests in real organisations

• The FCA’s regulatory framework and supervisory approach to conduct risk

• How business models and governance arrangements influence customer outcomes

• The relationship between Conduct Risk and Treating Customers Fairly (TCF)

• Tangible drivers of conduct risk, including:

  • Product design

  • Distribution strategies

  • Organisational infrastructure

• Practical approaches to managing, monitoring, and evidencing conduct risk

Session 2 – Culture, Behaviour & Conduct Risk

This session focuses on organisational culture and behaviour as key drivers of conduct risk and customer outcomes.

Delegates will examine:

• Five critical conduct-related questions every firm should be asking

• Whether the organisation has the right culture to support fair customer outcomes

• How culture can be measured and monitored effectively

• Practical ways to effect meaningful cultural change

• Who benefits from strong conduct culture — customers, staff, and the firm

Session 3 – Interactive Workshop: Behaviour & Conduct Risk

This session brings conduct risk to life through interactive discussion and practical case studies, allowing delegates to apply what they have learned to realistic scenarios.

Delegates will explore:

• The behavioural aspects of conduct risk, including:

  • Leadership behaviours

  • Conflicts of interest

  • People risk

  • Organisational culture

• How behaviour and decision-making directly influence customer outcomes

• A detailed case study assessing a firm’s TCF strategy and policy, examining whether it is:

  • Robust

  • Appropriate

  • Properly aligned with Conduct Risk expectations

This workshop-style session is designed to challenge assumptions, encourage discussion, and highlight how conduct risk issues emerge in real organisations.

Session 4 – FCA Expectations, Evidence & Accountability

The final session focuses on evidencing fair customer outcomes and understanding how the FCA assesses conduct risk at senior management level.

Delegates will examine:

• The relationship between culture and the fair treatment of customers, including key drivers and indicators

• How to revisit and re-run a TCF gap analysis through a conduct risk lens

• The FCA’s expectations of senior executives and decision-makers

• What effective management information (MI) looks like in demonstrating:

  • Fair treatment of customers

  • Customer-centric decision making

  • Commitment to achieving and evidencing good consumer outcomes

• Forthcoming regulatory developments, including:

  • The interaction between SMCR and Conduct Risk

  • Individual accountability and personal responsibility

This session helps firms understand not just what the FCA expects, but how to evidence it in practice.

Your Course Facilitator

The course is delivered by Lee, an experienced compliance consultant, trainer, and former FCA Skilled Person, with over 20 years’ experience working across the financial services sector.

Lee has worked with organisations ranging from small start-ups to FTSE 100 companies, many of which have faced challenges in identifying and managing conflicts of interest, conduct risk, and cultural weaknesses. He has supported these firms in developing effective, robust systems and frameworks aligned with FCA expectations.

He is the author of “Conduct Risk and What Happens When It Goes Wrong”, available on Amazon. The book draws on real regulatory failures and enforcement outcomes and directly informs the practical, skills-based focus of this course.

Having operated as a freelance consultant and trainer for more than two decades, Lee was appointed as a Skilled Person in 2012. Since then, he has conducted numerous audits, assessments, roll-outs, and change management programmes, including:

• Complaints frameworks and remediation programmes

• Conduct risk frameworks

• Global risk and governance frameworks

• Regulatory interpretation for investment banks

• Risk mitigation programmes and bank set-ups

In addition to his regulatory expertise, Lee is a highly experienced soft skills trainer and has completed numerous “train the trainer” assignments. This ensures the course is not only technically robust, but engaging, practical, and accessible for delegates at all levels.

Public Course

Future Dates Not Yet Available

Face to Face In-House

This course can be tailored and presented in-house at your location for 3 or more participants.

From £850