Treating Customers Fairly (TCF) Policy Statement

At Rivervale, we aim to provide a reliable, responsible, open and honest service, enabling all of our customers to be treated fairly.

As we are authorised and regulated by the Financial Conduct Authority (FCA), we work within the Treating Customers Fairly (TCF) and Consumer Duty principles to create good outcomes for our customers.

In addition, Rivervale complies with the Consumer Duty Cross-cutting Rules by acting in good faith towards customers, avoiding causing foreseeable harm, and enabling and supporting customers to pursue their financial objectives. These principles underpin all customer interactions, business processes and decision-making to help ensure consistently good customer outcomes.

What are the TCF Outcomes?

1. Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.
2. Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
3. Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
4. Where consumers receive advice, the advice is suitable and takes account of their circumstances.
5. Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
6. Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.

Consumer Duty Cross-cutting Rules

The FCA's Consumer Duty is underpinned by three Cross-cutting Rules which apply across all aspects of our business. Rivervale is committed to ensuring that all employees understand and apply these principles in every interaction with customers.

• Act in good faith towards retail customers.
• Avoid causing foreseeable harm to retail customers.
• Enable and support retail customers to pursue their financial objectives.

These principles are embedded within our policies, procedures, customer communications, staff training and monitoring activities to ensure that good customer outcomes remain at the heart of our business.

What are the Consumer Duty Outcomes?

Products and Services
Products and services should be designed to meet the needs, characteristics and objectives of the identified target market and be distributed appropriately.

Price and Value
Consumers should receive fair value, ensuring that the price paid is reasonable when compared with the benefits they receive.

Consumer Understanding
Customers should receive communications that equip them to make informed decisions, enabling them to understand products, services, risks and key information at every stage of the customer journey.

Consumer Support
Customers should receive timely and effective support throughout the life of their product or service, enabling them to realise the intended benefits and pursue their financial objectives without unreasonable barriers.

Our Commitment

Rivervale is committed to embedding the principles of Treating Customers Fairly and the FCA Consumer Duty throughout our organisation. We regularly review our products, services, customer communications, policies, procedures and management information to ensure we continue to deliver good outcomes for customers. Staff receive appropriate training, customer outcomes are monitored through quality assurance and complaints analysis, and any areas for improvement are identified and addressed as part of our ongoing compliance monitoring programme.