Customer Complaints Procedure
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
P: Financial Ombudsman Service Exchange Tower, Harbour Exchange, London, E14 9SR
Please note, should your complaint be regarding a car finance discretionary commission arrangement or non-discretionary commission arrangement before 28th January 2021, the current 8-week deadline to issue a final response to your complaint is currently paused. This is due to the investigation and review the FCA carried out within the Motor Finance Industry regarding the handling of such complaints. 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 we will not have to issue a final response to your complaint until after 31st May 2026 at the earliest.
If you’re sent a final response to this type of complaint on or after 30th January 2026, you’ll have until 6 months from the date the final response is sent to refer your complaint to the Financial Ombudsman.
You can find further information on the work the FCA is carrying out via this link: https://www.fca.org.uk/carfinance