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‘You can treat clients fairly and still make money’

Advisers must recognise that TCF means treating customers fairly, not treating customers equally, says Bankhall senior area manager Adrian Evans.

Evans told delegates at the annual Bankhall conference: “There is one thing which we miss with TCF – it is treating customers fairly, not treating customers equally. If you have TCF embedded in your business and you do the right thing for clients, there is nothing wrong with you making money. Sometimes we are a bit bleak and think TCF is something which is going to stop us doing business but it can actually help keep business on the books and help write more business.”

Bankhall strategy and development managing director Richard Howells said: “A lot of advisers would find firmer clarification very helpful but TCF is subjective and therefore it is not just about what it is but what behavioural change it brings.”

Smith & Pinching associate director Melvyn Pye said: “We all have to segment our clients and decide which ones we will deal with more actively and how we are going to get remunerated for that.”

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