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 - 5 out of 52241 Verified Reviews

Jake Zeegen TrustPilot 5 Star

Jake and team at Rivervale provided great service when I was in the market for new leased car, thanks to all... you were great!

Added 8 hours ago

Shaun McKinney TrustPilot 5 Star

Fantastic experience end to end. I had a really poor experience with Nationwide before I found Rivervale and it was like night and day by comparison...

Added 2 days ago

Oscar TrustPilot 5 Star

Fantastic service, timely, pro-active and a pleasure to do business with. Experience all positive.

Added 2 days ago

Alan Gardiner TrustPilot 5 Star

1st Class Service from Jordan and the team at Rivervale. In what is very testing times the service I received from Jordan from start to finish...

Added 2 days ago

Jake Zeegen TrustPilot 5 Star

Fantastic service and support from start to finish from Jake and Lydia Lovely smooth process. Will defiantly be recommending Rivervale to...

Added 2 days ago

S Parry TrustPilot 5 Star

Rivervale and Jordan specifically have been great throughout the process of getting my new car. Unfortunately the car came with an alarm system...

Added 2 days ago

Abbie Cashman TrustPilot 5 Star

Great service from start to finish & would highly recommend - Ellie and Abbie were both excellent throughout and maintained regular contact.

Added 2 days ago

Julie Renson TrustPilot 5 Star

Jake was great from start to finish he kept me informed of everything that was happening and explained the process to me. Any questions he was...

Added 3 days ago

Kieran Paynter TrustPilot 5 Star

Very impressed with the service, from my first call, through to delivery of the car. I have leased several cars over the years but this was my...

Added 3 days ago

John TrustPilot 5 Star

Great service from start to finish. Will certainly use again.

Added 3 days ago

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