COVID-19 Update - We are open. We are following government advice and working from home. Get in touch by phone or email during normal office hours. Read more.

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 52028 Verified Reviews

Adam Sidat TrustPilot 5 Star

I am new to leasing and received fantastic service from Jordan and the whole team. Jordan went above and beyond in getting me a fantastic deal...

Added 24 hours ago

David Anders TrustPilot 5 Star

Kyle was very helpful throughout the whole process. He was effective and efficient in sorting out minor issues with the supplier. Thanks.

Added 2 days ago

Spencer TrustPilot 5 Star

Fantastic customer service. Great staff certainly recommend

Added 3 days ago

John O'Hara TrustPilot 5 Star

After several months of studying the car leasing market place I decided to opt for Rivervale to provide my new lease vehicle.From initial contact...

Added 3 days ago

Customer TrustPilot 5 Star

Thank you so much to all of the RiverVale Team. Everything sorted over the phone and emails. We received our car after two weeks of signing the...

Added 3 days ago

Massimo TrustPilot 5 Star

Outstanding customer service received from Kyle, he was fantastic and made the whole experience very easy Thank you Kyle

Added 3 days ago

Lola TrustPilot 5 Star

Jim was great from start to finish. Got a great deal, and he was always there to answer any questions I had. Great communication, smooth and...

Added 4 days ago

A J TrustPilot 5 Star

No sales pressure, just knowledgeable and helpful communication, from initial enquiry to car delivery. And all during lockdown. Jim and the team...

Added 5 days ago

Mrs Wilkie TrustPilot 5 Star

Received our car today delighted with value for money and service. So straight forward also our customer advisor checked up following delivery...

Added 5 days ago

Jarred Handley TrustPilot 5 Star

Great company start to finish!

Added 5 days ago

Arval Lex Autolease Alphabet BVRLA Seagulls Leaseplan Leasys Hitachi Santander ODO Fleet Insight

We use cookies to make the website work as well as possible and improve our services.

OK Or find out about managing cookies