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 52392 Verified Reviews

Claire Ward TrustPilot 5 Star

I contacted Rivervale shortly after Christmas to enquire about a lease deal on the Ford Kuga. I very quickly had a call back from a gentleman...

Added 3 days ago

JAMES GRAY TrustPilot 5 Star

Great service from Jim and Megan...I was kept in the loop at all times and they delivered big-time. Would highly recommend

Added 4 days ago

Mrs Susan Holliman TrustPilot 5 Star

Quick and easy transaction very good communication/service Would certainly recommend to all

Added 4 days ago

Nick Mullin TrustPilot 5 Star

The whole process was awesome from start to finish. Jim and Megan were great and even got a nice courtesy call to check it arrived ok 👌

Added 4 days ago

KG TrustPilot 5 Star

Great communications and updates on progress. Very happy with Rivervale service and will happily recommend them to others.

Added 5 days ago

Steve Mc TrustPilot 5 Star

Just leased a new BMW from these guys. Really easy to deal with. Jake especially, but everyone else I dealt with were efficient and friendly...

Added 7 days ago

Hemlata Parmar TrustPilot 5 Star

First time I have done a lease. The contact from the sales person was great. We knew our car, the sales person found a great deal. Process after...

Added 8 days ago

Jon TrustPilot 5 Star

Jim and the team were knowledgeable, friendly and provided regular updates . It was a pleasure to do business with this company. 100% relia...

Added 12 days ago

Steve Poore TrustPilot 5 Star

Leased a second car via Riverale, a Polsar 2, good rates, good service.

Added 12 days ago

Lara TrustPilot 5 Star

The team at rivervale are lovely, really helpful and try hard to find you the vehicle you need at the best price. The turn around was fast and...

Added 16 days ago

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