Complaints Procedure

At Rivervale, we are committed to providing a high standard of service to our customers. If something goes wrong, we want to know about it so that we can investigate promptly, put matters right where possible and use the feedback to improve our service.

We aim to resolve concerns as quickly and fairly as possible. In many cases, issues can be addressed straight away without the need for a formal complaint. However, where further investigation is required, we will follow the procedure set out below.

What is a complaint?

A complaint is any expression of dissatisfaction, whether made orally or in writing, and whether justified or not, about the provision of our products or services.

How to make a complaint

You can raise a complaint with us using any of the following methods:

In writing:
Rivervale
Unit A1–A3 Dolphin Enterprise Centre
Evershed Way
Shoreham-by-Sea
West Sussex
BN43 6QB

By telephone:
01273 433480

By email:
complaints@rivervale.co.uk

To help us investigate your complaint as quickly as possible, please provide as much detail as you can, including your name, contact details, vehicle or agreement details where relevant, and a clear description of the issue.

Our complaints process

We will treat your complaint seriously and aim to resolve it as quickly as possible.

Complaint acknowledgement

We will acknowledge your complaint promptly and confirm who is handling it within 5 working days of receipt.

Complaints resolved within 3 working days

If we are able to resolve your complaint within 3 working days of receiving it, we will send you a Summary Resolution Communication confirming the outcome.

Complaints requiring further investigation

Where a complaint cannot be resolved within 3 working days, we will carry out a full investigation and keep you informed of progress.

By 4 weeks: we aim to have completed our investigation and issued our response. If we are not yet in a position to provide a final response, we will write to you with an update explaining the current position.

By 8 weeks: if the complaint remains unresolved, we will send you either:
• a Final Response, setting out the outcome of our investigation; or
• a written explanation of why we are not yet in a position to issue a final response, together with details of your right to refer the matter to the Financial Ombudsman Service where applicable.

Where appropriate, unresolved complaints may be escalated internally for further review before a final response is issued.

If you remain dissatisfied

If you are unhappy with our final response, or if eight weeks have passed since you first made your complaint and you have not received a final response, you may be able to refer your complaint to the Financial Ombudsman Service, provided your complaint falls within its jurisdiction.

The Financial Ombudsman Service can be contacted at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Further information is available from the Financial Ombudsman Service directly.

BVRLA complaints

We are members of the British Vehicle Rental and Leasing Association (BVRLA) and operate in accordance with its Code of Conduct. If your complaint relates to the lease of your vehicle, you may also be entitled to refer the matter to the BVRLA.

By telephone:
01494 434747

By email:
info@bvrla.co.uk

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

Complaints Procedure