Customer interactions

The activities in this pathway explore some vital elements when interacting with customers: treating customers fairly; dealing with vulnerable customers; dealing with complaints and knowing what to watch out for with fraud. Specifically; this pathway looks at: the links between conduct risk and TCF and outlines how the six TCF outcomes work in practice. It also shows you how to identify potential vulnerable consumers and use recognised tips to manage them effectively. Theres also a look at what constitutes a complaint; an eligible complainant and the required timescales for handling a complaint. Finally; fraud and how to stop or minimise it; is examined; both at the individual and large-scale level.