FSA urges HR to instill sense of fairness in financial firms

Brockett, James
March 2008
People Management;3/20/2008, Vol. 14 Issue 6, p15
The article concerns the initiative of the British Financial Services Authority (FSA) to help financial firms develop an organizational framework based on a culture of fairness and customer service. The FSA has established what they call a Treating Customers Fairly (TCF) scheme which urges human resources (HR) staff to implement such framework to ensure customer confidence. Terry Russell, director of intouch Consulting, stated that the most successful firms they have worked with in embedding TCF are the ones that have involved HR from the start.


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