The FSA will increase its treating customers fairly push this year, focusing on monitoring industry progress and publishing examples of firms’ TCF shortfalls.
Firms should undertake significant work to ensure they build on the progress made so far and pay particular attention to TCF when market conditions are more challenging.
The regulator has highlighted several examples of TCF shortfalls, including unfair contract terms, adviser communications with consumers, the suitability of recommendations, Sipps and payment protection insurance.
It says it also plans to review standards where requirements have changed following the introduction of the new conduct of business rulebook. The business plan says: “Over the coming year we will continue to monitor closely firms’ drafting of contract terms and use our powers to stop the use of unfair terms where we find them.
“We will carry out a thema-tic project to assess the quality of advice firms give consumers when recommending transfers into personal pensions and self-invested personal pensions.”
The regulator also says it will introduce new PPI rules to provide a tighter basis for holding firms to account.
The plan says: “We will publish a further report on this work in the second half of 2008, and will continue to liaise closely with the Competition Commission to help inform its investigation into the PPI market.”