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

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Trustpilot Logo Excellent - 4.9 out of 5 3549 Verified Reviews

Syd TrustPilot 5 Star

Jake Zeegen was so helpful and made the whole process so simple and stress free. Everything was so easy and throughout the process he was very...

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Danire TrustPilot 5 Star

I was referred to Rivervale by a friend who said that the service was very good and I was not disappointed. Jim was extremely helpful and explained...

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Andrew Fowler TrustPilot 5 Star

My experience so far has been very positive. Jake Zeegen who has looked after me through this process has been very helpful and courteous. I...

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Peggy Cosgrove TrustPilot 5 Star

extremely courteous and helpful, Kyle looked after me, answering emails with many (mostly inane) questions. cannot recommend enough. car arrived...

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Terry Bolt TrustPilot 5 Star

Very impressed with the car and the helpful instruction by the man who delivered it dead on time. Rivervale staff have been exemplary in every...

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Diane TrustPilot 5 Star

Fantastic customer service. Jordan Nailard was very helpful from start to finish.

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EVE RODDEN TrustPilot 5 Star

An excellent service from beginning to end of leasing my new car from Rivervale. Both Jake and Ellie have been super helpful and very efficient...

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Marianne Sharpe TrustPilot 5 Star

I received an outstanding service. This was my first time leasing a car and all questions were answered thoroughly and quickly. Nothing was too...

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Ian McCreesh TrustPilot 5 Star

The company was very good and everything went well.

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Mr Tony Carter TrustPilot 5 Star

Car leased and supported with servicing agreement which has enabled me to get to and from work reliably over the last three years which was the...

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