Treating customers fairly

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 (FCA) and Consumer Duty guidelines and principles to create good outcomes for our customers.

What are the TCF Outcomes?

• “Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.”
• “Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.”
• “Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.”
• “Where consumers receive advice, the advice is suitable and takes account of their circumstances.”
• “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.”
• “Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.”

What are the Consumer Duty Outcomes?

• “Improve product design and clarity to ensure they meet the needs of the right customers.”
• “Ensure consumers have access to valuable products or services at reasonable prices.”
• “Improve consumer understanding.”
• “Support consumers to meet their needs and pursue their financial objectives..”

What should you do if you feel you have been treated unfairly?

If you feel that we have not conducted our service of product in relation to the TCF outcomes, or feel that you have been treated unfairly, we want to hear from you.

You can notify us of this through the following channels:

In writing: FAO Compliance Officer, Rivervale, Rivervale House 50 Victoria Road, Portslade, BN41 1XB

Telephone: 01273 433480

Website: Online Complaints Link