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 52448 Verified Reviews

Gareth Wyn Thomas TrustPilot 5 Star

Totally professional from the start but in a friendly manner. Car delivery went smoothly on the agreed date and had an email two days later to...

Added 6 hours ago

John Chandler TrustPilot 5 Star

Great service from Jim and Megan at Rivervale. Great communications and very good price. I can recommend without hesitation

Added 6 hours ago

LD Preston TrustPilot 5 Star

After comparing reviews for other companies, including a number of bad experiences, we decided to go with Rivervale based upon very good views...

Added 20 hours ago

P.C TrustPilot 5 Star

Jim and the team at Rivervale were easy and efficient to deal with. Prompt replies to any questions raised. Got a great deal and will recommend...

Added 2 days ago

Jason Moran TrustPilot 5 Star

Jordan was fantastic, called to ask to source a transit custom 5 min later back on the phone he found it and sorted it, right colour, right spec,...

Added 6 days ago

Lee Newman TrustPilot 5 Star

A quick and easy service

Added 6 days ago

Felicity-Jane Frost TrustPilot 5 Star

Absolutely seamless transaction from start to finish. Professional and courteous staff. Delivered a vehicle to me due to the current Covid-19...

Added 6 days ago

Greg Blurton TrustPilot 5 Star

Always very pleasant and efficient - great team.

Added 6 days ago

Augustus De Mello Kama... TrustPilot 5 Star

Rivervale and Jim Mercer went the extra mile to help me through the selection and leasing process of an electric car. I was delighted with the...

Added 7 days ago

Mr F Pinto TrustPilot 5 Star

Excellent service, great price and seamless administration, thoroughly recommended..

Added 7 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