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…

Trustpilot LogoExcellent - 5 out of 52137 Verified Reviews

Mick Harper TrustPilot 5 Star

I would definitely recommend this company , excellent communications & pricing. Customer service is key to me so well done Kyle with all of...

Added 6 hours ago

.Rhian TrustPilot 5 Star

Very helpful at looking at different options and working whats best for my requirements. Very happy with car.

Added 6 hours ago

Chris CLA200 TrustPilot 5 Star

Good company to do business with. Slick, easy and a good deal to boot. Special shout to Jordan & Ellie, thanks for all your help. 👍

Added 3 days ago

Steve TrustPilot 5 Star

First class service from everyone at Rivervale in particular Jordan and Ellie Many thanks

Added 3 days ago

Noor (Bendigo) TrustPilot 5 Star

They were very helpful and they advised me to the perfect car. Very happy with the service.

Added 4 days ago

Customer TrustPilot 5 Star

Everything ran really smoothly with Rivervale, good communication and I am very pleased with my new lease car.

Added 5 days ago

Stuart TrustPilot 5 Star

I ordered my vehicle just before the current testing times. Understandably, there was a long delay before vehicles started to come back on line...

Added 5 days ago

Ronan TrustPilot 5 Star

Great communication, the process went smoothly and their rates were competitive. This was a welcome relief as had to cancel with a different...

Added 6 days ago

Emma Brant TrustPilot 5 Star

Great service from being to end Excellent unbeatable prices too I highly recommend Rivervale and the customer service we received from Abbie...

Added 6 days ago

Mebs TrustPilot 5 Star

Amazing service from Jordan Nailard and Ellie Holland. Both individuals have been extremley helpful through the entire process and have provided...

Added 7 days ago

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