If you have a complaint about our service, please tell us. We want to put things right – first time. With the help of your comments we can improve our services. There are three steps to follow when you make a complaint.
Step 1
Speak to us or write to the department that has given you the service you want to complain about. We can usually resolve your complaint straight away. If we cannot, we will tell you how long it will be before we can give you an answer.
Step 2
If you are still not happy, speak or write to our Head Office in Belfast. Our telephone number is 0800 917 0931. Our lines are open from 9.00am to 5.00pm Monday to Friday. Please note that calls may be recorded for quality, training and compliance purposes. We will take the details of your complaint, and pass it to the right person, who will contact you within 2 working days. If you want to put your complaint in writing, please address it to:
Complaints Department
Northridge Finance
5th Floor, Bank of Ireland
1 Donegall Square South
Belfast
BT1 5LR
When we receive your complaint we will reply to you within 5 working days. We will always deal with your complaint as quickly as we can and we aim to resolve it within 15 working days. However, in some cases it may take us a little longer. If this is the case we will keep you updated by sending you a further letter, advising you of the current status of your complaint, within 4 weeks of receiving it. If we have not been able to deal with your complaint within 8 weeks of receiving it we will write to you and explain the stage we have reached and what we plan to do next. If at this stage you are not happy with the progress we have made you have the option of referring your complaint to the Financial Ombudsman Service.
Step 3
If you have a complaint that Northridge Finance does not resolve to your satisfaction, the Financial Ombudsman Service may be of assistance. They can help resolve disputes between financial institutions and their customers. They are entirely independent, and the service is free of charge to consumers. Ask us for a leaflet, or contact the Financial Ombudsman Service for details at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You can also contact the Financial Ombudsman Service (FOS) by phone:
0800 023 4567 or on 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs).
These numbers may not be available from outside the UK, so please call FOS from abroad on +44 20 7964 0500.
Please note that as we are a member of the Finance and Leasing Association (FLA), you are also entitled to refer any complaint about your agreement to them. You can get details on how to complain to the FLA from www.lendingcode.org.uk. You can also call FLA on 020 7836 6511 or email code@fla.org.uk