Firms can help ensure they treat their customers fairly by recruiting staff with the appropriate values and skills, training them effectively, and assessing and monitoring their competence.
We have found that the recruitment and induction of advisers is handled well by firms overall. However, firms must pay more attention to supervision and training. It is vital you can demonstrate levels of supervision appropriate to your staff's circumstances and take action to address training needs identified through supervision.
Copyright © 2014 FCA. All Rights Reserved.