Customer Care
Improving customer satisfaction.
Northgate Vehicle Hire is committed to providing professional and courteous service at all times and ensuring that our customers are treated fairly. But we do understand that things can go wrong. If you have feedback or a complaint, please get in touch. Customer feedback is important to us. We’ll use it to improve the service we provide.
Getting in touch
If you would like to leave feedback or make a complaint, you can get in touch:
By telephone:
In the first instance, you can contact your branch or the Customers Services team on 0333 0430 001. If we need to investigate your concern, we will endeavour to give you an update within 48 hours. If you are not satisfied with the help given, you may ask to speak with a Customer Services Team Manager.
In writing:
If you were unable to reach a satisfactory resolution by telephone, we would normally ask that you put the details in writing, so we can give it further consideration.
Get in touch to leave your feedback.
You can send it to:
Email: Customer.Services@northgate.co.uk
Mail: Customer Services, Northgate Centre, Lingfield Way, Darlington, DL1 4PZ
When writing, please include details of your concern with any supporting documentation and contact details (including daytime telephone number) as this will help us to deal with your enquiry more quickly.
If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 123 9123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be found at www.financial-ombudsman.org.uk
We are committed to providing you with a great service every time you deal with Northgate. We recognise the fact that sometimes things can go wrong, so we make it our priority to start fixing the issue as soon as you tell us.
Our Customer Service team are on hand to assist, either by telephone, email or post. We will try our best to resolve your complaint as soon as you contact us. Where this isn’t possible, we will issue you with a reference number and agree on a course of action with you, as well as provide you with clear timeframes for the next steps and update points for the resolution of your complaint.
We want to resolve things as quickly as we can and certainly aim to fix things within twenty-eight days of receipt of the complaint or dispute. Where this isn't possible, we'll provide you with regular progress updates.
Conciliation Service
We are a full member of the BVRLA which provide an independent Conciliation Service. If you do not agree with our findings, or if you think we may have breached the Codes of Conduct, set out by the BVRLA to its members, you can get in touch. The Conciliation Service will investigate matters that relate to disputes from the activities of members.
Email: complaint@bvrla.co.uk
Writing: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD
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