The following documents are essential reading and direct from the FSA and ABI.
Click on a document title to download the very latest version from the official websites. The documents are sorted by TCF outcome. 

Outcome 1 - Culture

• FSA - TCF - Culture
• ABI - Responsibilities of Providers & Advisers
• ABI - Reporting against Customer Commitments

Outcome 2 - Targeting & Design

• FSA - Treating customers fairly (TCF) in product design
• ABI - Product design & delivery

Outcome 3 - Information

• FSA - Treating customers fairly - guide to management information
• ABI - Clear language and layout

Outcome 4 - Advice

• FSA - The responsibilities of providers and distributors for the fair treatment of customers

Outcome 5 - Delivery & Support

• FSA - Treating customers fairly after the point of sale
• ABI - Complaint Handling
• ABI - Yearly Statements

Outcome 6 - Service and Claims, Maturities

• FSA - Treating customers fairly - towards fair outcomes for consumers
• ABI - Managing unclaimed policies
• ABI - Handling Customer Claims