Addressing consumer trust in financial services and elsewhere
The phrase treating customers fairly, or TCF for short, is so ingrained in South Africa’s financial services landscape that you would expect nothing but static on the radio shows dedicated to consumer rights. Likewise, you would hope the annual financial ombud scheme reports contained little more than operational updates. Unfortunately, the consumer-focused programmes and ombud case studies are still chockful of negative feedback, documenting a litany of unpleasantries foisted by the financial services industry on Jane and Joe average.