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Table of Contents
1.1 Purpose & Scope of the Manual
1.2 Responsibility for the Manual
2.1 Introduction to the FCA
2.2 Financial Services Regulatory Framework
2.2.1 FCA’s Objectives
2.2.2 FCA Handbook Overview
3.1 Introduction
3.2 Scope of Your Business
3.3 Regulatory Business Plan
3.3.1 INSERT: Organisational Chart
3.4 Status Disclosure Statement
3.5 Compliance Statement
3.5.1 Compliance Monitoring Document
3.6 Compliance Officer
3.7 Compliance Policy
4 Principles for Business (PRIN)
4.1 Introduction
4.2 The Principles
4.2.1 Our Approach to PRIN
5.1 Introduction
5.2 Conduct of Business Obligations (COBS 2)
5.2.1 Conduct of Business Policy
5.3 Client Agreements (COBS 8)
5.3.1 Record Keeping for Client Agreements
5.4 Providing Product Information to Clients (COBS 14)
6 Mortgage & Home Finance Conduct of Business (MCOB)
6.1 Introduction
6.1.1 MCOB Definitions
6.1.2 Outsourcing MCOB Activities
6.2 Business Loans & High Net Worth Mortgage Customers
6.3 Inducements
6.4 Protecting Customers’ Interests
6.5 Distance Contracts
6.6 Unsolicited Services
6.7 E-Commerce
6.7.1 Orders & Receipts
6.8 Mortgage Credit Directive
6.8.1 Introduction
6.8.2 Foreign Currency Loans
6.9 Financial Promotions & Client Communication
6.9.1 Qualifying Credit Financial Promotions
6.10 Advising & Selling
6.10.1 Advising & Selling Policy
6.11 Disclosures
6.11.1 Disclosure Compliance
6.11.2 Initial Disclosure Requirements
6.11.3 Pre-Application Disclosures
6.11.4 Illustration Record Log (Excel)
6.11.5 Illustration Document
6.11.6 Offer Stage Disclosures
6.11.7 Distance Contract Offer Document Inclusions
6.12 Contract Start & After Sale Disclosures
6.12.1 Information Disclosure Before First Payment
6.12.2 Annual Statements
6.12.3 Early Repayment
6.12.4 Equity Release Product Disclosure
6.13 Annual Percentage Rate Charge
6.14 Alternate MCOB References
7 Senior Management Arrangements, Systems & Controls (SYSC)
7.1 Introduction
7.2 General Organisational Requirements
7.2.1 INSERT: Business Continuity
7.3 Compliance
7.3.1 Compliance with the Rules
7.4 Compliance Breach Policy & Procedure
7.4.1 Breach Incident Form Templates
7.5 Internal Audits
7.6 Audit & Monitoring Policy & Procedures
7.7 Quality Assurance & Performance Policy & Procedures
7.7.1 Employee Monitoring Form Template
7.8 Risk Management
7.8.1 Risk Management Policy & Procedures
7.8.2 Risk Mitigating Action Plan
7.8.3 Risk Register
7.9 Outsourcing
7.9.1 General Requirements
7.9.2 Introducer/Lead Generator Agreement
7.10 Outsourcing & Supplier Policy & Procedures
7.10.1 Outsourced Functions Register
7.11 Record Keeping
7.11.1 Guidance on Record Keeping
7.11.2 Meeting Minutes Template
7.12 Records Management Policy
7.13 Change Management Policy
7.13.1 Change Request Form
7.13.2 Change Management Register
7.14 Conflict of Interest
7.14.1 Chinese Walls
7.15 Conflict of Interest Policy
7.15.1 Conflict of Interest Register
7.15.2 INSERT: Conflict of Interest Procedures
7.16 Whistleblowing
7.16.1 Public Interest Disclosure Act
7.17 Whistleblowing Policy & Procedures
7.17.1 Whistleblowing Complaint Form
7.18 Remuneration
7.18.1 FCA Remuneration Code Principles
7.19 Remuneration Policy
7.19.1 INSERT: Remuneration Procedures
8.1 Data Protection
8.1.1 General Data Protection Regulation (GDPR) & DPA18
8.1.2 The Data Protection Principles
8.2 Data Protection (GDPR) Compliance Program (external)
8.3 Privacy & Electronic Communications Regulations
8.4 Information Security (external)
8.5 PCI Compliance
8.5.1 PCI Compliance Policy
9.1 Introduction
9.1.1 Proceeds of Crime Act
9.2 Money Laundering Reporting Officer (MLRO)
9.2.1 MLRO Annual Report
9.2.2 National Crime Agency (NCA)
9.2.3 The Financial Action Task Force (FATF)
9.3 AML Measures & Controls
9.3.1 Introduction
9.3.2 Anti-Money Laundering Audit
9.4 Anti-Money Laundering Policy & Procedures
9.5 Suspicious Activity Reporting
9.5.1 Suspicious Activity Report (SAR) – Internal Template
9.6 AML Risk Assessment
9.7 Bribery & Corruption
9.7.1 Introduction
9.7.2 Anti-Bribery Principles
9.7.3 Anti-Corruption & Bribery Policy
10 Know Your Customer & Due Diligence
10.1 Introduction
10.1.1 Know Your Customer Controls
10.1.2 Enhanced Due Diligence
10.1.3 Politically Exposed Persons (PEPs)
10.1.4 Cross-Border Due Diligence
10.1.5 Non-UK Country AML Requirements
10.2 Due Diligence Policy
10.3 Due Diligence Questionnaires
10.4 Due Diligence Checklist
11.1 Introduction
11.2 Market Abuse Policy
11.2.1 Suspicious Transaction or Order Report (STOR) Form
11.2.2 Insider List Template
12 Threshold Conditions (COND)
12.1 Introduction
12.1.1 Location of Offices
12.1.2 Effective Supervision
12.1.3 Appropriate Resources
12.1.4 Suitability
12.1.5 Business Model
12.2 Threshold Conditions Policy & Controls
13.1 Introduction
13.2 Conduct Rules
13.2.1 Conduct Tiers
13.3 Conduct Rules Breach Reporting
14.1 Introduction
14.1.1 Competence
14.1.2 Assessing & Maintaining Competence
14.2 Supervisors
14.3 Employee Recruitment Policy & Procedure
14.3.1 Sample Interview Questions & Scoring
14.4 Employee Induction Policy
14.4.1 Induction Checklist
14.4.2 Job Description Example
15 Employee Training & Assessment
15.1 Training
15.2 Training & Development Policy & Procedure
15.2.1 Training Evaluation Form
15.2.2 Training & Development Log
15.2.3 Employee Training Record
15.3 Employee Assessment Papers
15.3.1 Assessment Structure
15.3.2 Assessment Analysis
15.3.3 Assessment Q&A Format
15.4 Arrears & Default Assessment Q&A Papers
15.5 AML & Financial Crime Assessment Q&A Papers
15.6 GDPA/DPA18 Assessment Q&A Papers
15.7 FCA Regulation Assessment Q&A Papers
15.8 TCF Assessment Q&A Papers
15.9 Vulnerable Customers Assessment Q&A Papers
15.10 Complaint Handling Assessment Q&A Papers
15.11 Call Monitoring Checklist & Assessment
16 Responsibilities to Customers
16.1 Treating Customers Fairly (TCF)
16.1.1 What is TCF?
16.1.2 Expectations of Firms
16.1.3 Six TCF Outcomes
16.2 Treating Customers Fairly Policy
16.3 Insert: Treating Customers Fairly Procedures
16.3.1 TCF Procedure Guidance
16.4 Treating Customers Fairly Audit
16.5 Vulnerable Customers
16.5.1 Approach to Vulnerable Customers
16.5.2 Identifying Vulnerable Customers
16.5.3 Debt & Mental Health – MALG
16.5.4 Debt & Mental Health Evidence Form (DMHEF)
16.6 Vulnerable Customers Policy & Procedures
16.7 Vulnerable Customer Audit
17.1 Introduction
17.2 Statutory Disclosure Status
17.2.1 Additional Disclosure Requirements
17.2.2 General Disclosure Notes
17.2.3 Insurance against Penalties
17.3 Consumer Call Charges Rules
17.4 Appointed Representative (AR) Principal Requirements
17.4.1 Due Diligence for Appointing AR
17.5 Appointed Representatives (SUP 12)
17.5.1 Appointed Representative Monitoring Procedures
17.5.2 Insert: Appointed Representative Agreement
17.5.3 Insert: Appointed Representative On-boarding Procedures
18.1 Introduction
18.2 General Guidance
18.3 Reports by Skilled Persons
18.4 Notifications to the FCA
18.5 Reporting Requirements
18.5.1 Internal Reports
18.6 Management Information Policy
18.6.1 FCA Reports
18.6.2 Compliance Reporting
19 Decision Procedure and Penalties (DEPP)
19.1 Introduction
19.2 Penalties
20 Dispute Resolution: Complaints (DISP)
20.1 Introduction
20.1.1 Financial Ombudsman Service (FoS)
20.2 Complaint Handling Policy
20.2.1 Complaint Handling Form
20.2.2 Complaint Handling Log
20.2.3 Complaint Response Letter Templates
20.3 Complaint Handling & Disputes Audit
21 Consumer Credit Sourcebook (CONC)
21.1 Introduction
21.2 Guidance on Financial Difficulties
21.2.1 Financial Difficulties Policy
21.2.2 Affordability Assessment Calculator
21.3 General Principles for Credit-Regulated Activities
21.3.1 Credit Broking
21.3.2 Credit References
21.3.3 Credit Broker Refunds
21.3.4 Transparency of Status
21.3.5 Disclosure of Commission and Fees
21.3.6 INSERT: Services and Costs Disclosure Document
21.4 Lender
21.4.1 General Conduct
21.4.2 Provision of Credit Card Cheques
21.4.3 Credit References
21.5 Responsible Lending Policy
21.6 Affordability & Creditworthiness Policy & Procedures
21.6.1 Income & Expenditure Form
21.7 Debt Counselling, Adjusting and Credit Information Services
21.8 Distance Marketing
21.8.1 Distance Marketing Policy
21.8.2 Distance Marketing Checklist
21.9 E-commerce
21.9.1 E-Commerce Policy
21.10 Financial Promotions & Customer Communication
21.10.1 Communication & Financial Promotion Checklist
21.10.2 Financial Promotions & Communication Policy
21.10.3 Financial Promotion Statement Templates
21.11 Pre-Contractual Requirements
21.11.1 Pre-Contract Disclosure Policy
21.11.2 European Standardised Information Sheet (ESIS)
21.12 Commissions
21.13 Continuous Payment Authorities
21.13.1 CPA Policy & Procedures
21.14 Post-Contractual Requirements
21.14.1 Post-Contract Policy
21.15 Cancellation & Refund Policy
21.16 Arrears, Default & Recovery
21.16.1 Introduction to Arrears
21.16.2 Arrears & Default Policy & Procedures
21.17 Arrears, Default & Financial Difficulty Audit
21.18 Application of Interest & Charges
21.19 Communication with Customers
21.20 Data Accuracy
21.21 Debt Recovery Policy & Procedures
21.21.1 Debt Advice
21.21.2 Credit Information Services
21.22 Debt Management Plans
21.22.1 Prudential Rules for Debt Management Firms
21.22.2 Debt Advice Policy & Procedures
21.23 Credit Reference Agencies
21.23.1 Cost Cap for High-Cost Short-Term Credit
22 Business Operational Procedures
22.1 INSERT: Add Own Procedures Here
23 Employee Declaration
23.1 Compliance Declaration Form
23 SM&CR Guidance & Document Pack
24 CASS Manual & Resolution Packs
25 Information Security Program