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 Logo Excellent - 5.0 out of 5 3510 Verified Reviews

Alan Whitehead TrustPilot 5 Star

Jim who we dealt with was very helpful and resolved any problems we have in a professional manner

Leased a MAXUS DELIVER 9 LWB DIESEL FWD 2.0 D20 150...

Astreix TrustPilot 5 Star

Jake and team were great right from the point of enquiry of a personal lease to delivery of the vehicle. Prompt communication and easy to reach...

Leased a FORD MUSTANG MACH-E ESTATE 216kW Extended...

Wayne Griffiths TrustPilot 5 Star

Abbie and all at Rivervale have exhibited the utmost professionalism in all dealings with me in the passage of time from when I first expressed...

Leased a AUDI A5 SPORTBACK 35 TFSI Sport 5dr S Tr...

Chris Howsin TrustPilot 5 Star

Easy enough process helpful staff ended up with a great car

Leased a BMW I5 SALOON 250kW eDrive40 M Sport Pro...

Sarah TrustPilot 5 Star

Rivervale had the best price for the car I was looking for and delivered it earlier than projected. Communication was clear and efficient. I...

Leased a TOYOTA C-HR HATCHBACK 1.8 Hybrid Design 5dr...

Fawad Ashraf TrustPilot 5 Star

Excellent experience, all round. Jake has gone above and beyond to secure me a vehicle, despite my company being a new start. Jake has been incredibly...

Leased a MAXUS T90 ELECTRIC 130kW Elite Double Cab...

Stephen Holloway TrustPilot 5 Star

Very easy procedure in getting a new lease car . Finance approval extremely quick. Very good communication through email and telephone. Highly...

Leased a TOYOTA COROLLA HATCHBACK 1.8 Hybrid Design...

Jason Isitt TrustPilot 5 Star

Great service from Abbie throughout the whole process. After having a nightmare with blue chilli leasing I was glad I found this company

Leased a NISSAN QASHQAI HATCHBACK 1.3 DiG-T MH 158...

Mr Kax Rajani TrustPilot 5 Star

Great service Prompt responses

Leased a NISSAN X-TRAIL STATION WAGON 1.5 E-Power...

Rodney Clarke TrustPilot 5 Star

Abbie sorted out my order super quick and resolved all my queries pleasantly and efficiently, couldn't have asked for more! Thank you so much...

Leased a SUZUKI ACROSS ESTATE 2.5 PHEV E-Four 5dr...

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