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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

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