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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