Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it’s important to us that this is dealt with objectively, fairly, and as quickly as we are able to. 

The following procedure explains how we deal with complaints, our commitments to you, and what action to take if you think your complaint has not been resolved to your satisfaction. If you have a complaint about any aspect of our service, then we would like to hear from you. Please use the below details to let us know: 

E: complaints@numerogroup.co.uk 

P: Orange Tower, Mediacityuk, Salford, M50 2HF 

We kindly ask, so we can look into your complaint as quickly as possible, you include as much detail as you can. However, if we are missing anything, we will be in touch. We will aim to come back to you within 3 working days of receiving your complaint. 

If we are able to investigate and resolve your complaint within 3 working days, you will receive a summary resolution email or letter from ourselves, which will detail our findings and the outcome. 

In the event our investigations take longer than 3 working days, we will promptly acknowledge your complaint and then issue you a Final Response Letter or email within the FCA’s mandated 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time. Our final response will include detailed information about your complaint, our investigation, and the resolution we have come to. If you are not satisfied with our final response, we will tell you if you are eligible to refer your complaint to the Financial Ombudsman Service. You must do this within six months of our final response, and their details are below. 

W: www.financial-ombudsman.org.uk 

T: 0800 023 4567 

P: Financial Ombudsman Service Exchange Tower, Harbour Exchange, London, E14 9SR 

Please note, should your complaint be regarding a motor finance agreement you believe is covered by the FCA’s Motor Finance Redress Scheme, your complaint will now be managed under the scheme’s rules.  We will still work hard to resolve your complaint in the background and keep you updated throughout the process; however, we need to make you aware that these complaints will now be handled in line with the Redress Scheme rules and timescales. 

You can find further information on the work the FCA is carrying out via this link: https://www.fca.org.uk/consumers/car-finance-complaints