01670 339469 | info@mynvl.co.uk

Northumbria Vehicle Leasing Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Northumbria Vehicle Leasing to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: info@mynvl.co.uk Telephone: 01670 339469
Or write to us at: Netherton Park Farm, Netherton Park, Morpeth, NE616EF

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: info@mynvl.co.uk Telephone: 01670 339469 Or write to us at: Netherton Park Farm, Netherton Park, Morpeth, NE616EF

Contact us

Email : info@mynvl.co.uk

Telephone : 01670 339469

Company Address :
Northumberland Vehicle Leasing
Netherton Park Farm
Netherton, Stannington
Northumberland
NE616EF

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Northumbria Vehicle Leasing Ltd is an Appointed Representative of Automotive Compliance,  which is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Northumbria Vehicle Leasing to act as a credit broker, not as a lender, for the introduction to a limited number of lenders. We are a credit broker and not a lender. We can introduce you to a limited number of lenders and their finance products. We are not an independent financial advisor and we act as their agent for this introduction. We may advise you on the products, subject to your personal circumstances, though you are not obliged to take our advice or recommendation. We do not charge you a fee for our services. Whichever lender we introduce you to, we will typically receive commission from them (either a fixed fee or a fixed percentage of the amount you borrow). For your reassurance, all of the lenders we work with could pay commission at different rates, but the commission we receive does not influence the interest rate you will pay. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.

Registered in England & Wales with company number : 12635053 | Data Protection No : ZA764753 | VAT No : 353 633 403

Registered Office : Netherton Park Farm, Stannington, Morpeth, NE616EF

Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only, all vehicle leases are subject to credit approval and subject to change at any time. E&OE.

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