Lease guides
We pride ourselves on our excellent working relationships with our clients and we are very pleased to say that we very rarely need to utilise this procedure. However, it is vital that we have a set procedure in place should an issue ever arise.
We would look to resolve any issue with no need of the procedure but we are aware that there could be an instance where we may require more investigation and at that point we would look to initiate the following procedure.
In the event that we are unable to resolve a service or quality issue with Rivervale, our Company Secretary will serve as the person for conflict resolution. If the issue still cannot be resolved satisfactorily our Chief Operating Officer (COO) will become involved. All details are recorded and filed. We will adopt the following steps in conflict resolution:
If you have a complaint
We define a complaint as any expressions of dissatisfaction, whether oral or written and whether justified or not.
Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.
To help us deal with your complaint as speedily as possible, it would be helpful if you could provide us with as much information as possible.
You can notify us of your complaint through the following channels:
In Writing: Rivervale House, 50 Victoria Road, Portslade, East Sussex, BN41 1XB Telephone: 01273 433480 Email: complaints@rivervale.co.uk
What happens if your complaint cannot be resolved right away?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once received, your complaint will be investigated and dealt with in the following way:
Complaint Acknowledgement
We will confirm who will be looking into your complaint within 5 working days of receiving your complaint.
By 4 Weeks
Your complaint will have hopefully been investigated and a full response provided to you at this stage. Whoever, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By 8 Weeks
In the unlikely event that your complaint has not been resolved at an earlier stage, Vince Pemberton, Chief Operating Officer, will complete a review and we will write to you with a final response.
If you are still dissatisfied
If you wish to pursue your complaint further you can contract the Financial Ombudsman within six months of your final response. However, you will need to check that your complaint falls within its terms of reference.
We are BVRLA members and operate within their published code of conduct. If you have any complaints regarding the lease of your car, you are entitled to take your complaint directly to the BVRLA. Their contact details are as follows:
By telephone: 01494 434747 By facsimile: 01494 434499 By email: info@bvrla.co.uk
By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD
In order to comply with legislation introduced on the 1st January 2007 we are obliged to provide the following information:
Company Name: Rivervale Cars Ltd Registered office: Rivervale House, 50 Victoria Road, Portslade, Brighton, BN41 1XB Registration number: 4898201(Registered in England) Contact email: info@rivervaleleasing.co.uk VAT number: 429 2763 74
Lease guides
Excellent - 4.9 out of 5 3516 Verified Reviews
Pete
Whenever I contacted rivervale they responded with a call back if unavailble at the time ,gave regular updates, always polite and courteou...
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Neil Mays
Very efficient and helpfull
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Irene
From my first enquiry onwards, Rivervale were very quick to answer queries and act on my decisions (and patient when I needed time!). Jake managed...
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Alan Whitehead
Jim who we dealt with was very helpful and resolved any problems we have in a professional manner
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Astreix
Jake and team were great right from the point of enquiry of a personal lease to delivery of the vehicle. Prompt communication and easy to reach...
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Wayne Griffiths
Abbie and all at Rivervale have exhibited the utmost professionalism in all dealings with me in the passage of time from when I first expressed...
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Chris Howsin
Easy enough process helpful staff ended up with a great car
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Sarah
Rivervale had the best price for the car I was looking for and delivered it earlier than projected. Communication was clear and efficient. I...
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Fawad Ashraf
Excellent experience, all round. Jake has gone above and beyond to secure me a vehicle, despite my company being a new start. Jake has been incredibly...
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Stephen Holloway
Very easy procedure in getting a new lease car . Finance approval extremely quick. Very good communication through email and telephone. Highly...
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