Complaints Procedure - Northumbria Prestige - Performance & 4x4 Specialist Northumberland

Complaints Procedure

We hope you are fully satisfied with any products or services received from Northumbria Prestige Ltd. However, if there is something you are unhappy with, please contact the relevant team member, so that we can look to put matters right.

Please contact us as soon as possible. In the first instance, ask to speak to the member of staff in the relevant department, who will look to resolve your complaint.

Northumbria Prestige
1 Burn Lane
Hexham
Northumberland
NE46 3HN

Email: info@northumbriaprestige.co.uk

Tel: 01434 613 555

Whilst we aim to resolve all complaints within five working days, please note that we do have up to eight weeks, if necessary, to provide you with a Final Response Letter in relation to your complaint.

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

If your complaint involves a regulated finance you can contact:

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

If your complaint does not involve a regulated finance or insurance product (for example an issue with how your vehicle has been serviced or repaired), you may choose to contact The Motor Ombudsman who is our appointed Alternative Dispute Resolution (ADR) provider for an independent review based on their New Cars, Vehicle Sales and Service and Repair Codes. Further information is available on their website at: www.TheMotorOmbudsman.org or you can call: 0345 241 3008.

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ALL VISITS BY PRIOR APPOINTMENT ONLY

Opening Hours
Monday 25th	9am to 6pm
Tuesday 26th	9am to 6pm
Wednesday 27th	9am to 6pm
Thursday 21st	9am to 6pm
Friday 22nd	9am to 6pm
Saturday 23rd	9am to 5pm
Sunday 24th	Appointment Only

Unit 12 Standwell Farm, Harlow Hill, Newcastle, NE15 0QD

info@northumbriaprestige.com

VAT Number: 314436818

Company Registration Number: 11729261

FRN Number: 989445

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Northumbria Prestige Limited is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Northumbria Prestige Limited to act as a credit broker, not a lender, for the introduction to Evolution Funding Ltd, and to act as an agent on behalf of the insurer for insurance distribution activities only. We are a credit broker and not a lender. We can introduce you to Evolution Funding Ltd who have access to a limited number of lenders and their finance products. We act on behalf of the broker for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. You are not obliged to accept our offer, and we do not charge a fee for our services. Rates will either be fixed based on the lender or based on your credit score. Fixed rates are determined by our contractual agreements, and we cannot change this rate. Credit score-based rates are pre-set but are also linked to your individual credit rating. Typically, the higher your credit score, the lower the APR you’ll receive from a lender. If you purchase a vehicle, in the majority of cases, we will receive a commission payable by your lender, from Evolution Funding Ltd for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. Evolution Funding Ltd may pay commission at different rates and any such amounts paid to us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to Evolution Funding Ltd, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement. Evolution Funding Ltd should also confirm the amount of commission that they receive in a separate declaration. All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.