Building on the Financial Services and Markets Act of 2000 and the Financial Services Authority (FSA), Treating Customers Fairly the FCA has its own guidelines on how to treat customers. Under “Fair Treatment of Customers”, outcome three aims to ensure, “consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.”
Clear information is crucial to ensuring consumers are treated fairly, in particular where consumers do not take advice and must rely on the clarity of information when making decisions. The guidelines state, “a firm must pay due regard to the information needs of its clients and communicate information to them in a way that is clear, fair and not misleading.”
Further clarification of this outcome has included the provision of accessible formats being necessary to make information clear and accessible to consumers who have a vision impairment.