Complaints Procedure
On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with any aspect of our service, please contact us in any way you prefer. Our contact details are as follows;
Phone: 01642 363 738
Email: [email protected]
Address: National Numbers, 21 Manor Way, Belasis Hall Technology Park, Billingham, TS23 4HN
We also comply with three independent Codes of Practice: The Retail Motor Industry Cherished Numbers Dealers Association (www.cnda.co.uk), The Cherished Numbers Guild (www.cnguild.co.uk) and The Institute of Registration Agents and Dealers (www.mirad.co.uk).
National Numbers will acknowledge your complaint within 3 working days and issue a response within 5 working weeks.
If you are not satisfied with our response, we may be able to refer the matter to one of our trade bodies conciliation services.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Payment Assist. Payment Assist will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement
If you are not satisfied with Payment Assist's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Payment Assist's final response letter to you.
They can be contacted in the following ways:
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: [email protected]
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk