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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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Excellent 99 / 100

1714 Verified Reviews

Euan Mckie

The level of commitment Jim and the team put into getting me what i wanted was excellent, not only doing so but managing to find what i wanted...

Added 2 days ago

Nadine

A really efficient and professional experience with Rivervale. Jim was really helpful and supportive throughout the process giving practical...

Added 6 days ago

David

Can’t speak highly enough, we are new to leasing and Rivervale have looked after us every step of the way, when I have asked a question the...

Added 6 days ago

Customer

Found the whole process very straight forward and excellent customer service

Added 6 days ago

Stewart Chapman

I have nothing but good things to say about my experience with Rivervale. It's the first time I had thought about leasing rather than buying...

Added 6 days ago

Customer

Easy, fast and above all brilliant customer services. very friendly, helpful and knowledgeable staff. This made the whole process very easy for...

Added 10 days ago

Ross

I had a great experience with Rivervale! The enquiry process to the confirmation of the order only took a few days but could've definitely been...

Added 12 days ago

Customer

Excellent service and a great price. Made the whole process very easy.

Added 12 days ago

Jim H

Only received my first lease car from Rivervale yesterday, but so far teh service has been excellent

Added 13 days ago

Christian

Car arrived today perfectly on time just 2 weeks after submitting order. Special thanks to Rob for dealing with my specific needs and always...

Added 14 days ago

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