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Treating customers fairly

Treating customers fairly

We are authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Conduct Authority number is 687598. The FCA sees Treating Customers Fairly (TCF) as a core value that needs to be embraced by any business operating in this sector.

The philosophy of Rivervale Contract Hire and Leasing is to provide all our car leasing and van leasing customers with an excellent level of service making sure that we treat customers fairly at all times. The well-being of our customers is at the heart of how we operate every day. Customers can expect to get financial services and products that meet their needs from an established business that they can trust.

As a business we also ask for regular feedback from all of our customers via ’Trustpilot’. We constantly review the feedback reviews recieved. This helps us to make sure that we are providing our customers with the service they would expect and it also helps us review and maintain the level of service provided to our customers by our suppliers.

Our Business “TCF” Principles

  1. Our business operations are driven by the current and potential needs of our customers
  2. We consider the impact of any changes to our business on our customers
  3. Payments to our employees support the sale of appropriate products and services
  4. Our employees receive regular training on treating customers fairly
  5. We always strive to achieve the best outcome for our customers taking into account the various elements within car leasing

Our Service “TCF” Principles

  1. We explain key attributes of products and make sure that our documentation and advertising is clear, easy to understand and is not misleading
  2. We design our marketing campaigns and literature so that the key messages are clear, balanced and useful for our target customer segments
  3. We regularly review our sales activities to ensure that we are selling products and services that meet the needs of our customers
  4. Where a customer complains about our service we treat their complaint seriously and positively. Our responses are clear and easy to understand
  5. We use data to monitor and improve our customer service

More from our blog…

Excellent 99 / 100

1404 Verified Reviews

Charlie Hanbury

Kyle was my account manager. Very professional throughout the whole process and a pleasure to do business with. The final result was my old car...

Added 6 hours ago

Mr Robin Greenwood

Kyle and Lydia at Rivervale have been nothing short of superb!! From the initial enquiry, sourcing the car for me through to delivery and follow...

Added 2 days ago

Victoria

Really helpful team, responsive and their follow up was great! All in all great experience.

Added 2 days ago

Customer

Top quality service! Highly recommended! Thanks!

Added 3 days ago

Sianne Wilson

My experience has only been positive with Rivervale. They were able to find the perfect price for my required model and Abbie remained helpful...

Added 3 days ago

Tas

Brilliant service, fast and efficient, recommended highly. Tas Katsouris

Added 4 days ago

Saul Grant

Couldn’t be happier with the Car, Jake Zeegan helped non stop with all my needs and I’m glad everything was sorted!

Added 4 days ago

Trevor Joseph

Ok to be honest I had tried other companies before and their service not very good until I phoned Rivervale. And spoke to Jake absolutely brilliant...

Added 6 days ago

Billy

Excellent service. Jake couldn't have been more helpful and was very quick in responding to my queries.

Added 8 days ago

Customer

I excellent service always available would recommend asking for Kyle outstanding

Added 8 days ago

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