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 52750 Verified Reviews

Mary Fleming TrustPilot 5 Star

This company brought me back to life. Fortunately, such an excellent service was able to return my money. They really know their business.

Added 4 days ago

Sam TrustPilot 5 Star

As a first-time car lessee, the process was something of a mystery. However, the people at Rivervale were excellent. They provided a very professional...

Added 6 days ago

Customer TrustPilot 5 Star

Excellent service. Always followed up on promises made.

Added 9 days ago

Richard Jolly TrustPilot 5 Star

Excellent service, made the whole process simple and slick. Megan Taylor was extremely helpful and answered all the questions I had and guided...

Added 9 days ago

Mr Montagnon TrustPilot 5 Star

Thantastic service never under any presure at all.

Added 12 days ago

Customer TrustPilot 5 Star

I found Rivervale very helpful and efficent from choosing my car right to the delivery. You can always get through to someone if you have a...

Added 12 days ago

Mr Iain McVie TrustPilot 5 Star

Excellent customer service throughout, easy to look at layout and options to select vehicle of choice. In particular Jake who explained my options...

Added 13 days ago

Steph TrustPilot 5 Star

Great service from start to finish from Jake and Lydia, thanks for all your help in securing our car.

Added 13 days ago

Kevin TrustPilot 5 Star

Very helpful, good offers, Abbie and Ellie did a great job of sourcing and delivering my Puma very quickly.

Added 14 days ago

Eddie TrustPilot 5 Star

Best price and excellent service. Big thanks to Jake at Rivervale for securing our Mustang Mach-e, loving it!

Added 14 days ago

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