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 52570 Verified Reviews

Alan Nicholls TrustPilot 5 Star

Great service from start to finish. Many thanks to all the staff especially Abbie Ellie and Megan. Well pleased with my new Kuga, will only be...

Added 12 hours ago

Robert Newman TrustPilot 5 Star

Easy to arrange, friendly service and super simple. Would definitely use again.

Added 5 days ago

David Wright TrustPilot 5 Star

Good rates, fantastic admin process and on time delivery, I couldn't have asked for better service

Added 6 days ago

Mark Furssedonn TrustPilot 5 Star

A fantastic experience from start to finish. Everything was clearly explained by Abbie Cashman. This is the third car I have leased through...

Added 7 days ago

Gareth Rooney TrustPilot 5 Star

Excellent experience all round would recommend and use again

Added 7 days ago

Mr P TrustPilot 5 Star

Friendly and helpful staff. Explained the process thoroughly which meant that from ordering to delivery was less than two weeks

Added 7 days ago

Martyn Davis TrustPilot 5 Star

Having been let down by another leasing company - ordered the wrong car - and needing to get something sorted out as a matter of urgency to meet...

Added 8 days ago

Sim Azad TrustPilot 5 Star

First time using PCHP for a car, Jake was very helpful and sorted a good price for me. Even went on to ensure the car was the colour I wanted...

Added 8 days ago

Harry Stockbridge TrustPilot 5 Star

Fantastic experience again with Rivervale. Having finished a 3 year lease, which was my first experience of leasing, there was no doubt I’d...

Added 9 days ago

Andrew Lillie TrustPilot 5 Star

Great service and great communication by James and the team. Great aftercare, couldn't fault the whole process. Will come back and recommend...

Added 10 days ago

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