Customer Care

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.

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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