We use cookies to make the site simpler. Find out more about Cookies.

Our Complaints Procedure

Our Complaints Procedure

We pride ourselves on our excellent working relationships with our clients and we are very pleased to say that we very rarely need to utilise this procedure. However, it is vital that we have a set procedure in place should an issue ever arise.

We would look to resolve any issue with no need of the procedure but we are aware that there could be an instance where we may require more investigation and at that point we would look to initiate the following procedure.

In the event that we are unable to resolve a service or quality issue with Rivervale Contract Hire and Leasing (Rivervale), our Company Secretary will serve as the person for conflict resolution. If the issue still cannot be resolved satisfactorily our Chief Operating Officer (COO) will become involved. All details are recorded and filed. We will adopt the following steps in conflict resolution:

Discovery

Evaluation

Action

Review

If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

In summary, we can confidently provide a service of the highest quality across all aspects of vehicle leasing.

We are BVRLA members and operate within their published code of conduct. If you have any complaints regarding the lease of your car, you are entitled to take your complaint directly to the BVRLA. Their contact details are as follows:

By telephone: 01494 434747

By facsimile: 01494 434499 By email: info@bvrla.co.uk

By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD

In order to comply with legislation introduced on the 1st January 2007 we are obliged to provide the following information:

Company Name: Rivervale Cars Ltd t/a Rivervale Contract and Leasing

Registered office: Rivervale House, 50 Victoria Road, Portslade, Brighton, BN41 1XB

Registration number: 4898201(Registered in England)

Contact email: info@rivervaleleasing.co.uk

VAT number: 831 9582 10

 

Download a PDF of Our Complaints Procedure here

More from our blog…

Excellent 99 / 100

1641 Verified Reviews

Keith Crabtree

Very good team, excellent communication and very efficient, would highly recommend Rivervale to anyone looking for a new vehicle.

Added 19 hours ago

Imran Raja

I have dealt with Jim now for over 2 months. Jim has been very professional, accommodating and kept me informed throughout the process - today...

Added 2 days ago

Christoph

Rivervale and in particular Jordan Nailand have taken excellent care of sorting my wife’s car. From choosing the vehicle to delivery it couldn’t...

Added 4 days ago

Wayne Fulham

Can not recommend rivervale enough,Abbie was brilliant from start to finish as was all the other staff I dealt with. Thank you and all the ...

Added 5 days ago

Customer

Great service from kyle Mcwilton. He was very efficient at finding us the perfect deal when I contacted him and managed to find us exactly what...

Added 5 days ago

John Hanrahan

Secured an exceptional deal with Rivervale, really easy process from securing the vehicle right through to delivery. Great communication throughout...

Added 5 days ago

Stephen

Superb from start to finish! from dealing with all my questions promptly to delivery with no delays or hassle. All at a great price! Thanks...

Added 6 days ago

Paul Holder

helpful and efficient

Added 7 days ago

Carl W

The whole process was easy and great. Price offered was really good and quick delivery. Beautiful car.

Added 7 days ago

Harj Bartle

My experience with Rivervale has been excellent, the customer service I received by Jim Mercer was outstanding. His attention to detail was brilliant...

Added 7 days ago

Arval Lex Autolease Alphabet BVRLA Seagulls Leaseplan Sussex Cricket Leasys Hitachi Santander