CASE STUDY A TCF REVIEW Retail bank Nicholas Ross Head of Advisory DevelopmentCHALLENGE • Our client, one of the UK’s leading high street building societies, wanted to address issues concerning its organisational culture in an effort to embed ‘treating customers fairly’ (TCF) due to the regulator’s focus. Our client realised that they had ignored the extent to which TCF was embedded into their culture. • The firm were aware that their acti

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