Our Complaints Procedure

If you feel there is an issue during the sales process or with our service, we would like to hear from you and we will do all we can to help. Your views are important to us and your feedback is key to finding ways we can improve the service we offer.

If you’re not happy and need to make a complaint, here’s how:

1. You can call us on 01442 920 920 and tell us you need to make a complaint 
2. You can email us at contact@NRCLeasing.co.uk with the details of the complaint 
3. You can write to us or arrange an appointment to come and see us in person, our address is below

Managing Director
Northridge Cars Vehicle Leasing
Northridge House, 1-3 St Albans Hill, Hemel Hempstead, Hertfordshire, HP3 9NG

Timescales

We aim to resolve all issues straight away, but some problems might be more complex and require some investigation by us before we can provide the fairest response. If we cannot resolve your issue by the end of the next working day, 4 days within receipt of your original letter, we will send you an email to let you know what will happen next and when you can expect to hear from us. After that, we will continue to investigate the situation and work with you to find a solution. Once our investigations are complete and we have decided on a fair response, we will send you a final response by letter.

Learning from complaints

We believe all businesses have a duty to receive constructive feedback from their customers and should use the feedback they receive to adjust to the needs of their clients and encourage a culture of continuous learning

We record the details of any issues (big or small) to ensure we make leasing your new car as straight forward as possible and aim to offer the kind of useful service that can solve problems before they arise.

If you're not happy with our final response

If you feel our response your issues satisfactorily, you can ask the BVRLA or the Financial Ombudsman Service to review the situation on your behalf and we would be happy to provide any information you need to escalate the complaint

About the BVRLA

The British Vehicle Rental and Leasing Associtation (BVRLA) is the regulatory body for our industry. Their conciliation service is free, and aims to settle any dispute within 30 days. You can email complaint@bvrla.co.uk or write to:

British Vehicle Renting and Leasing Association 
River Lodge
 Badminston Court 
Amersham 
HP7 0DD

About the Financial Ombudsman Service

The Ombudsman is a free, independent service that looks into disputes between businesses and their customers. You can contact them directly by using the link below. You have 6 months from the date of our final response letter to refer your complaint to them.

www.financial-ombudsman.org.uk