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
NE46 3HN


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.

I have received the Final Response Letter, but I am still not happy, how can I get an independent review?

If after you have received the Final Response Letter, you feel the matter remains unresolved, the Final Response Letter will provide you with the contact details of the legal entity you can refer the matter to for an independent review.

If your complaint involves a regulated finance or insurance product (for example, Car Finance or GAP insurance), your complaint will be directed to ITC Compliance who is our Appointed Representative 4 Monarch Court The Brooms, Emersons Green, Bristol, BS16 7FH, 0845 177 22 66 or 0117 4403700.

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: or you can call: 0345 241 3008.

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