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 52956 Verified Reviews

Claire Morgan TrustPilot 5 Star

I have recently taken possession of a car that I have leased through Rivervale and from start to finish, the service I received was excellent...

Added 8 hours ago

George Efthymiou TrustPilot 5 Star

Great customer care. Would recommend this company to anyone wishing to lease

Added 3 days ago

Brad, Indigo Catering ... TrustPilot 5 Star

My experience with Rivervale was great, we hope to keep the relationship going with additional cars in the future. My salesman Jim was exceptional,...

Added 3 days ago

CustomStephen A Er TrustPilot 5 Star

My second vehicle with Rivervale and can’t fault there excellent service and help from order to delivery Many thanks to Jake and Ellie

Added 5 days ago

Andrew Bruce TrustPilot 5 Star

Top service, very efficient and will always beat any leasing quote. Jake is very attentive, helpful and always available to help you along every...

Added 5 days ago

Jay Patel TrustPilot 5 Star

Great service, informative, and most importantly they were honest and went out their way to keep me updated during the process!

Added 5 days ago

Paul Anderson TrustPilot 5 Star

I have now used Rivervale for the lease of multiple vehicles and cannot fault the service provided by Jordan and his team. We came to use Rivervale...

Added 9 days ago

Tom B TrustPilot 5 Star

Really helpful staff who kept me updated regarding the availability of my lease vehicle.

Added 16 days ago

Stephen Day TrustPilot 5 Star

Very helpful from start to finish

Added 16 days ago

Stephen TrustPilot 5 Star

Excellent service again from the leasing team at Rivervale. This is the second lease car I have obtained from them and again was hassle free...

Added 16 days ago

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