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, 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:
If you have a complaint
We define a complaint as any expressions of dissatisfaction, whether oral or written and whether justified or not.
Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.
To help us deal with your complaint as speedily as possible, it would be helpful if you could provide us with as much information as possible.
You can notify us of your complaint through the following channels:
In Writing: Rivervale House, 50 Victoria Road, Portslade, East Sussex, BN41 1XB Telephone: 01273 433480 Email: email@example.com
What happens if your complaint cannot be resolved right away?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once received, your complaint will be investigated and dealt with in the following way:
We will confirm who will be looking into your complaint within 5 working days of receiving your complaint.
By 4 Weeks
Your complaint will have hopefully been investigated and a full response provided to you at this stage. Whoever, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By 8 Weeks
In the unlikely event that your complaint has not been resolved at an earlier stage, Vince Pemberton, Chief Operating Officer, will complete a review and we will write to you with a final response.
If you are still dissatisfied
If you wish to pursue your complaint further you can contract the Financial Ombudsman within six months of your final response. However, you will need to check that your complaint falls within its terms of reference.
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: firstname.lastname@example.org
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 Registered office: Rivervale House, 50 Victoria Road, Portslade, Brighton, BN41 1XB Registration number: 4898201(Registered in England) Contact email: email@example.com VAT number: 831 9582 10
Excellent - 4.9 out of 52720 Verified Reviews
Absolutely flawless service. Vehicle delivered in immaculate condition. Help on hand 24/7 throughout from Ellie and Jordan. Couldn't be happier...
Added 2 days ago
I cannot praise Jake and Lydia at Rivervale enough. Jake talked me through the various options, gave me sufficient time to consider the options,...
Added 3 days ago
Always so easy to deal with, professional and reliable. I’ve used Rivervale for 3 vehicles now and will only use them in future. Jake especially...
Added 4 days ago
Would highly recommend this company, fast to respond to queries, never to much trouble. If you can find a good deal with Rivervale then dont...
Added 4 days ago
It's a good job all companies don't perform like Rivervale or we wouldn't have anything to complain about. Jake, Lydia and their colleagues...
Added 4 days ago
Outstanding level of service. Will definitely be using them going forward.
Added 5 days ago
Mrs Smith, West Midlan...
Great experience. Friendly, helpful staff who sorted out lease vehicle quickly and we're quick to respond to my many questions. Hopefully, this...
Added 9 days ago
Excellent service from start to finish. Clear communication and quick response to queries.
Added 10 days ago
Initially i went to Mercedes direct. Customer care abysmal, appointment double booked , no test drive, chased quote , promised rates not delivered. I...
Added 14 days ago
Rivervale handled the leasing and supply of a Tesla and the service we had was outstanding. We were kept informed with progress and followed...
Added 15 days ago