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 - 4.9 out of 52346 Verified Reviews

Richard W TrustPilot 5 Star

Jordan Nailard has been brilliant in helping me find the right car which I now have. Clear, honest, concise advice was both timely and well...

Added 3 hours ago

Dimitri TrustPilot 5 Star

So useful, top quality service! Jake and Lydia made sure I was happy with what they were doing and made the whole process super easy

Added 9 hours ago

SIMON BURJOO TrustPilot 5 Star

Top company, I really recommend it, as they are superb especially a gentleman called Jake. He is truly professional, helpful and top service...

Added 21 hours ago

Mr Nigel Trott TrustPilot 5 Star

This is the first time that I have had a car on lease hire and the service that I have received from Rivervale has been superb. All the way...

Added 22 hours ago

Michael Curbishley TrustPilot 5 Star

Excellent service from start to finish. Gave me all the information I needed. Car was a good choice for my needs.

Added 2 days ago

Scott Durham TrustPilot 5 Star

Great Service From start to finish Jake and the team provided 1st class service.

Added 3 days ago

Steve TrustPilot 5 Star

Great service, good advice, solutions focused. Would highly recommend

Added 3 days ago

Thevarajah Thevalojan TrustPilot 5 Star

Very very good service

Added 3 days ago

Qasim TrustPilot 5 Star

Jake and his team at Rivervale Leasing were very helpful, and professional in sourcing my vehicle. They went the extra mile pre and post delivery...

Added 4 days ago

Mark TrustPilot 5 Star

Excellent service from beginning to end, everyone very helpful and efficient and all questions answered very promptly. Couldn't fault them and...

Added 7 days ago

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