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 - 99 out of 1001869 Verified Reviews

Kev And Pol Watson, Happy... TrustPilot 5 Star

From start to finish, it was an absolute pleasure to deal with Rivervale Leasing. Thoroughly professional and an excellent deal as well. It's...

Added 22 hours ago

Julia Elliott TrustPilot 5 Star

Very happy with the leasing , service and most important my new car. Fabulous

Added 4 days ago

Zakir Malik TrustPilot 5 Star

I have had a great experience with this company and they went above and beyond to ensure that i received the perfect car for me. Abbie was...

Added 5 days ago

David TrustPilot 5 Star

Needing a car fairly quickly, I called Rivervale and spoke to Jim Mercer. He was so helpful, friendly and informative and answered every single...

Added 6 days ago

Mike White TrustPilot 5 Star

Excellent service. Cheapest deal when compared to many others for the car I wanted. Delivered on time and as required. Would recommend.

Added 8 days ago

Customer TrustPilot 5 Star

very good service and communication Car arrived on time on the day agreed. would definitely recommend this company

Added 9 days ago

THOMAS24 TrustPilot 5 Star

Fantastic service from Rivervale and Kyle McWilton. Just a shame that the supplying dealer let them down with their delivery service.

Added 9 days ago

James W TrustPilot 5 Star

Very efficient and detailed process between enquiring and receiving delivery of my vehicle. I would recommend Rivervale and Abbie and Ellie were...

Added 11 days ago

Paul Obrien TrustPilot 5 Star

Fantastic service from Jim M of Rivervale. I had a very tight timeline and very specific requirements that were a challenge to Jim, we had a...

Added 11 days ago

Neel Patel TrustPilot 5 Star

I ordered a brand new Range Rover evoque from Rivervale and must say I was impressed with the service Jim provided. Through the process he was...

Added 11 days ago

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