Treating Customers Fairly and Vulnerable Customers policies now available for funeral directors

We’re hoping our members will have made time to read the new Treating Customers Fairly (TCF) and vulnerable customers policies from Golden Charter.

Available on, the policies are designed to help us all continue to put our customers first, and to be able to demonstrate how we do this.

The policies are in line with the new Funeral Planning Authority (FPA) Rules and Code of Practice. The revised rules and code of practice came into effect in January to raise standards further throughout the funeral planning sector, protect customers and  increase consumer confidence.

The TCF principles aim to ensure that customers understand the features, benefits, risks and costs of the products they buy, and to help customers avoid being sold products that don’t meet their needs.

We’ll all be accustomed to dealing with vulnerable customers due to the nature of our profession, and the vulnerable customers policy has been introduced to further support us in how to identify vulnerability, and adapt our approach, to ensure we are protecting and supporting each customer’s individual needs.

Golden Charter is also committing to providing a full support package for Independents in the coming months. This support should help us all embed and showcase the principles of both policies in our own businesses.

If you are looking for some help in applying either of the policies in your workplace, you can contact your Golden Charter business manager.