Northridge Finance Avis 161

I made overpayment on Saturday 16 aug online put details in agreement num etc also said i wamt to shorten length of time as have been making payment to shorten time. The app isnt best as doesnt tell you overpayment on it. Still hasnt updated as balance is still the same before overpayment. I have fone 3times to chase it. Guy today sounded promising but so did girl before him. Always ask same question do you want to shorten time or pay less with overpayment. Online we need to answer that for overpayment so why need to ask or take all that time should be days and should tell you on app. Also shouldn't need to chase up.

Clear concise instructions from the initial voice message and a speedy reply to my query. It was dealt with in a professional way and any question clarified.

Northridge finance!!

Wow ! How greatful i am to you guys!

Emma Mayo!! You have gone above an beyond for me you are a great servant to your company an im so thankful to you ! You made something very stressful to me so easy!

Lets not also forget your colleague Gareth hughes and Rory Mcmillian you guys never once complained or were difficult with the multiple phone calls!

Im so so greatful to you guys! Il forever be recommending northridge finance!!

A true old fashioned customer first business unheard of in this day and age. If they tell you they will do it they will. They are truely superb!

Thank you so much

Haven’t had much communication with the Northridge finance customer team until the last few days as I had made the decision to settle my finance. As it was my first time I had some questions and worries about it, but the customer service team were very helpful and reassuring. I like the online self service as it makes it easy to access your information.

Everything was fine had the vehicle for 2 years 4 months never missed a single payment and payed in full the remainder just yesterday.
Went to a new garage to get a new car the use yrself so I thought fantastic and you rejected me for a new deal with a main dealer .
Needles to say someone else took my business instead of you so very poor that you deemed me not good enough for your criteria so that's that never using you again
Thanks

regular contact and updates
no hidden surprises

What happened
On 18 July 2025 at about 15:08 (telephone) I spoke with Cara, Customer Services Team Lead. I was shocked by how dismissive and condescending the call felt. I was repeatedly interrupted, my concerns weren’t listened to, and I left the call feeling angry and completely unheard—hardly the example you expect from someone leading customer service.

Further issue (email)
A separate interaction via your central mailbox was similarly frustrating. The reply I received from another representative (name withheld behind the mailbox) was abrupt, lacked basic courtesy, and came across as frankly rude. When customers already feel let down, tone matters.

“Central mailbox” concerns
Your practice of masking staff identities behind a generic address makes accountability and continuity nearly impossible. If I can’t see who responded, how do I know issues are being owned, tracked, or learned from? This approach is unlike other organisations I’ve dealt with and only compounds the frustration when raising a complaint.

What I’ve asked the company to do
• Log Complaint 1 (re: Cara, call 18 July 2025 ~15:08) and give me a complaint reference plus clear next steps and timeline.
• Log Complaint 2 (re: the rude email response from the central mailbox) separately, with its own reference.
• Explain and review the central mailbox / no-names policy; at minimum provide a named case handler or unique staff identifier going forward.
• Discuss a possible agreement exception: I pay the balloon payment, continue current monthly payments, and am permitted to use the vehicle for private hire in the interim. (Realistically, if you plan to sell the car in 2029, market shifts toward EVs could impact value—so let’s find a sensible path now.)

I had car finance with this company and had to contact them on a few occasions, every contact was quick, efficient and friendly. The customer service has been excellent from start to finish. Highly recommend.

No such thing as an online account, no app, nothing for me to view my account details or payments for a business car finance loan.
I find that almost unbelievable in this digital age.

This company was spot-on in its dealings and did everything right - I had updates and advice throughout the term of the agreement and knew what I had to do each step of the way. The only slight detraction was letting me know after I had settled the balance - but this could just be a timing issue.

Initially, I had a frustrating experience after financing a car through Northridge, especially when several undisclosed issues came to light shortly after delivery — the most serious being a large chip in the windscreen that quickly turned into a crack. At first, I felt unsupported, particularly given the distance from the dealer and the tight timelines involved in resolving the matter. It was an incredibly stressful situation, and I didn’t feel like my concerns were being heard.

However, after further communication and escalation, I’m pleased to say that Northridge did step in to help resolve the issue fairly. They took my complaint seriously, reassessed the situation, and ultimately acted in line with consumer protection laws. While the process took some persistence, I’m now satisfied with how the matter was handled and the outcome that followed.

I especially appreciate that Northridge acknowledged the dealer’s responsibility and helped ensure I wasn’t left to cover the cost of repairs myself. Once the right person got involved, the communication improved, and things moved much more smoothly.

Mistakes and misunderstandings can happen, but what matters is how they’re handled. I’m grateful that Northridge ultimately did the right thing and supported me as a customer. Their low rates are indeed competitive, and with the resolution in place, I now feel more confident recommending them — just make sure to raise concerns early and document everything. Thank you to the team who helped turn this experience around

Frustrated / disappointed/ angry
am extremely disappointed with my experience dealing with Northridge Finance . I purchased a vehicle through their finance on the 12th of June 2025 and quickly discovered that the car was not as described and also had mechanical faults. Under the Consumer Rights Act, I believed I had the right to reject the vehicle – especially within the first 30 days – but the company is refusing to support the rejection process.
The car was advertised as clean and pet free but on driving the car home, I noticed the car wasn’t pet free as my Autistic daughter as direct sensory sensitivity to animal hair, I have stated in my emails to them that I can’t drive the car has my daughter is sensory and has meltdowns in the car . With this the car has just been parked and not driven
I spoke to a guy called Alan who has refused to listen to what am saying but rather just keep saying the dealership is willing to wash the car
I have been taking my children to school in a taxi which is really frustrating for me at this point and also spending a lot on taxis
I’ve spoken to their team on two separate occasions to try and resolve the issue, but instead of helping, I was met with rude and dismissive behavior. During one of the calls, the representative abruptly ended the conversation, claiming I was "shouting" when I was simply expressing my frustration after being ignored and let down.
I taught the financial sector was meant to help the customer when having issues with the dealership but it’s not the case here
This kind of treatment is unacceptable, especially from a financial service provider who should be acting in the best interests of their customers. I would strongly caution others to think twice before entering into any agreement with this company.

Philip made the whole process of obtaining a final settlement figure quick and easy. He was pleasant to speak to and couldn't do enough to help. Northridge Finance have excellent communication and are a super organisation.

Courtney was phenomenal, so helpful, really listened and understood my needs, helped me get the best outcome, so pleased, could not recommend more. Thanks for all your help.
Scarlett x

Do not use this company. I had a finince agreement with them to purchase a new vehicle through my business. The vehicle required 2 engines and 4 turbos in the first 30 months I owned it.
I wrote to them to reject the vehicle and at first the upheld the claim then two weeks later wrote back and effectively said they had found a loophole and as a result would not be upholding my claim. Absolute disgrace of a company.
They even had the audacity to put in the letter "Customer care is our highest priority", eh... clearly not.

The customer service is very helpful and nice. Thank

Do not recommend. Chose this bank as it offered the cheapest rate at the time but every single time I had to deal with them it has been a nightmare. I have recently complained to them as instructed by citizens advice and their reply has not been helpful. The only thing between me and taking them to court is the lack of time I’d need to put in.

I called for details on my finance and was dealt with by a very experienced professional.

Great polite service from Eric. Thank you very much.

I don’t remember the name of my attendant, but excellent customer service, very helpful, explained and understood everything on point. 10/10.