Northridge Finance Avis 160

Will update review if I get a response.
Called today as you cannot refinance or sort a new loan via the app.
Was on number one in the queue. Was on hold for 11 minutes which would have been fine and I was happy to wait. Mid hold music it went silent and realised the call had been cut off. Sent two emails and explained this. My finance ends soon and I would like to know more options.

I had to give up my Mercedes for health reasons and I would like to personally recognise Nadia from the collection department. I had been waiting for a few weeks for the car to be collected and was getting really worried about it. Nadia was so caring and when she heard me upset she took time to check on my welfare. She arranged for the car to be collected and it was gone in 48 hours by a lovely, kind driver.
I hope the company shows her this review and rewards her excellence. Finding caring on the other end of the call means so much. Thank you Nadia

Not impressed I had to contact from Northridge Finance to confirm I had cleared all my outstanding finance and they did not even have the common curiosity to inform me in writing or email until I had to contact them to confirm the Finance was cleared.

Excellent support on making changes required on my account that the on-line system could not fix due to a technicality on a payment date change. Friendly and helpful agent.

We got a car through NF last July. It was the end of July. Early December we had to take it to an independent garage as the car suddenly went limp whilst driving. Very unsafe as we have a family. The garage said it would be a big job to diagnose the problem as it was likely an engine fault. They were unable to fit the car in before the Xmas holidays and the garage remained closed until the 2nd week of January which was out of our control. On the 27th January we recieved the devasting news that the engine was contaminated with thick tar like oil. The garage said it would be very likely that it was like this when we were sold the car as our mileage was not excessive and that amount of build up takes longer than we had the car. We notified NF immediately. At first the call handlers were great. But as the weeks went on, I became more alarmed at the lack of communication and cooperation from them. I kept being told the complaint was being handled and would be resolved soon. My husbands job became at risk as we lost our only family vehicle which resulted in us having to secure another finance putting us under financial strain. NF still didn't help us and we asked for help with payments but they refused. I have lost sleep, had massive anxiety and stress due to this. Along with the threat of storage charges from the garage where the car is being held. We are devastated that NF are now saying they cannot and will not help. They have merely offered a goodwill gesture of a small payment towards the charges. Hardly helpful. The repairs are likely to cost more than the car is actually worth. They are stating we were outside the 6month time frame under the consumer rights act. However we made it clear that the fault appeared within the 6 months and we can prove that with records from the garage and warranty company. A call handler eaely on even told me were protected in this clause. Purely because of rhe christmas holidays which is out of our control was diagnosis delayed. We have spent since December paying for a car we don't have. And the last 8 weeks putting our faith in NF only to be let down by a corporation that seemingly doesn't not care about their customers and will only protect themselves. Disgusting. We are escalating to the Financial Ombudsman.

Really helpful customer service and always lovely staff. Helped resolve some issues with a car from cinch took a while but those things do but great service

Aaron has really deserved 5 stars.
I have had so many questions and Aaron was extremely patient with me. Beside this, he was very calm, polite, profesional and very helpful
The best customer service so far .

Im just not able to get in touch with this company to discuss my options. I waited 55 minutes for the phone to be answered no one spoke on the other end and then they terminated the call. Yes I do have evidence of how long I was waiting for the phone to be answered. I then sent an email asking for someone to call me back and again that didn’t happen.

I have given this company 3 stars based on the total experience.
I would like to give higher as Aaron was incredibly professional and very helpful on the phone.
Unfortunately the people I spoke with before at northridge did not help me and it has caused me problems.
If Aaron had not been so professional and helpful today I would of left a terrible 1 star review.

My experience with dealing with Northridge finance was dealt superbly by the customer service team. Well done to all involved 👍

The member of staff was very polite and helpful. Everything I needed from the call.

Bit prices when it comes to the deals; however, you can see everything clearly. Apps and internet work well. Great support when you need them. Can negotiate if there are any issues. Very customer-focused, great customer service. I would recommend

Eric was really helpful with my complaint and letting me know the information I need and assisting with help moving forward 👍🏽

The best customer service experience I had with Erick
Thank you so much was so helpful!!!

Communication:
We had signed our first contract with Northbridge in August 2025. It took them approx. 2 months to realise that we had breached the contract agreements. Firstly, the contract stipulates that a single address is required. We have provided 2 separate addresses: 1 is where I also leave the vehicle which is registered with the DVLA and the other is where the final contract agreement is with Northbridge. We were not aware of this issue but have been advised by the dealer that it would not have been a problem.
Following a data protection issue with Northbridge in October 2025, I was contacted by a third party in November and December claiming they had been instructed to collect the vehicle at a specified address. I was unable to contact the third party and was subsequently contacted by Northbridge on January 6th or 9th. I spoke to Michael and expressed my frustration and lack of communication. Michael was supportive and we spoke multiple times on the same day. He provided the contract agreement and informed us that we had missed a payment. We had previously confirmed payment and pointed out the contract breach regarding the separation addresses. Michael also offered alternative options to pass on to his manager, Shauna (Customer Loan Solutions). We believed this would resolve the issue. After receiving an email from Michael, we directly contacted Shauna and provided the change of insurance policy to the main address along with the missing payments. We had hoped this would resolve the matter. Due to our recent busy schedule, we had not noticed that Northbridge had not received any direct payments until we reviewed our accounts. We contacted them on February 13th and spoke to Gary. While he was performing his role, he could have provided alternative options as the lack of communication and unresolved issues were evident. His response was that the contract had been terminated and the payment would not be accepted regardless of the customer’s situation.

This process has been frustrating. We made an error by not returning the call within the agreed 30-minute timeframe, which we had made on January 9th. We requested to speak to a representative or manager but were informed that no managers were available at that time. Despite this, Gary assured us that he would do his best to facilitate a manager’s call. This was successful and we spoke to a manager just before 3pm.

The manager’s tone was defensive and firm, lacking empathy and solutions. Despite our request for a middle ground and satisfactory resolution, she only provided three options: paying for the vehicle and settling the remaining £13,000, returning the vehicle to a third-party dealership or selling it if its value was higher.

We asked if there were any other options to amend the contract agreement, but the manager was firm and insisted that these were the only three options available. We ultimately decided to proceed with option 1. We also requested a bit of time to finalise the payment, for the end of February but she won’t Burch. She only provided 7 days and stated even if I settled the payment it will be in my credit report for 6 years- but she didn’t stated what will be there and I enquire but why if I had settled the payment. I am uncertain if this is accurate and acceptable? Northbridge please advise as this will massively impact and affect me and my family’s in the current and future situation. Thanks

Eric was excellent I really appreciate his professionalism

I`ve tried calling and they won`t answer the phone.0 stars.

The person that I spoke to was very efficient, polite and helpful. They looked into my query and it was all resolved extremely satisfactory and in a timely way. Excellent customer service today.

I formally rejected the vehicle within 18 days due to a confirmed engine fault. Both Northridge Finance and HPL Motors refused to accept the rejection, stating that an engine fault code is clear now without any repair. This is unacceptable and contrary to basic consumer expectations.

I am threatened now with storage charges of £20 + VAT per day unless I collect a vehicle that is clearly faulty and not fit for purpose. This feels like pressure rather than a fair resolution.

Additionally, a £1,949 loan for dealer “extras” was added to the finance agreement despite being clearly refused at the point of sale. Requests to cancel this loan were ignored entirely. This was misleading and non-transparent.

The finance company has chosen to align itself with the dealer instead of acting impartially, leaving us stressed, financially pressured, and without a usable vehicle.
Now looking to make a court claim against this. Absolutely disgraceful conduct!

Aftwr having reading of payment methods, i decided to call in for assurance. Eric explained in details different ways to make payments towards my finance. As a courtesy and following my online preferred method, Eric then walked me through the online (internet) platform, explained the non obvious boxes to complete and explained what happens after a payment is made. I was on the phone shorter than expected. 10/10 service