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So depending on the precise nature of a firm 's business this could mean addressing the fair treatment of customers at any of the following stages : product design and governance ; identifying target markets ; marketing and promoting the product ; sales and advice processes ; the remuneration of sales forces and advisers ; after sales information ; and complaints handling . Quite apart from the cost of litigation and time delays , the psychological pressure stemming from the formal nature of court proceedings are obstacles which a consumer has to face . " The FCC said the $ 4000 fine was justified in light of the serious nature of the willful and repeated violations and gave Martin 30 days to pay . Increasing complexity is also driven by the pervasive nature of software in today 's business and government processes .