Complaints Procedure

At Rivervale, 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 without needing the procedure, but we are aware that there could be an instance where more investigation may be required. At that point, we would look to initiate the following procedure.

If You Have a Complaint

We define a complaint as any expression 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 immediately. To help us address your complaint as quickly as possible, it would be helpful if you could provide as much information as possible.

Contact Us

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
• Web: Submit a Complaint Online

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 immediately.

Once received, your complaint will be investigated and dealt with in the following way:

Complaint Acknowledgement

• By 3 Days: If your complaint has been investigated and resolved within 3 working days, you will receive a summary resolution response.
• By 4 Weeks: Your complaint will hopefully be investigated, and a full response provided by this stage. However, if we are still unable to provide a full response, we will contact you with an update.
• By 8 Weeks: If your complaint has not been resolved at an earlier stage, Vince Pemberton, Chief Executive 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 contact the Financial Ombudsman within six months of receiving your final response. Please ensure your complaint falls within their terms of reference.

• By Post: South Quay Plaza, 183 Marsh Wall, London, E14 9SR

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

• By Telephone: 01494 434747
• By Facsimile: 01494 434499
• By Email: info@bvrla.co.uk
• By Post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD

Company Information

In compliance with legislation introduced on 1st January 2007, we provide the following information:

• Rivervale Cars Limited - Registered in England, Company Registration Number: 4898201
• Rivervale Minibus Limited - Registered in England, Company Registration Number: 3723474
• VAT Number: 429 276 374
• Contact Email: compliance@rivervale.co.uk