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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

More from our blog…

Excellent 99 / 100

1504 Verified Reviews

Charlie Wakefield

I have got my cars from rivervale everytime and couldn’t recommend a better place to get a car. Always a top service and I have got my cars...

Added 2 days ago

Lois Groves

Jim mercer senior account manager was very helpful helping me sort out my van and I would recommend other people to go there as well 😀...

Added 3 days ago

Jay

Rob at rivervale was great the whole way through our dealings. I had a million questions and queries regarding the car and spec and nothing was...

Added 3 days ago

Nicole Rees

This is my second time leasing a car through Rivervale. They make the process from start to finish very easy, even down to handing over the old...

Added 3 days ago

Paul Edwards

Amazing service from Rob Semple. Helpful and efficient. Always available when we needed him. Thank you.

Added 3 days ago

Dal Gill

Above and beyond service from Rivervale. I had the pleasure of dealing with Jake Zeegen - senior account manager. From the onset he has been...

Added 3 days ago

Alan White

My last 2 cars have been arranged through Rivervale and I will certainly be going back in a few years. Again the first class service made the...

Added 3 days ago

George Flegg

Very professional and friendly service would definitely recommend

Added 4 days ago

Ian

I found the service provided by Rivervale to be excellent, efficient and very helpful, and I secured the vehicle I was looking for within just...

Added 4 days ago

Customer

Dealt with Rob who arranged my new van for me. He was excellent and went out of his way to help me out. Couldn’t recommend them more.

Added 4 days ago

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