Customer Care

Improving customer satisfaction

Northgate Vehicle Hire is committed to providing professional and courteous service at all times and ensuring that our customers are treated fairly. But we do understand that things can go wrong. If you have feedback or a complaint, please get in touch.

Customer feedback is important to us. We’ll use it to improve the service we provide.

Getting in touch

If you would like to leave feedback, you can get in touch:

By telephone:

In the first instance, you can contact your branch or the Customers Services team on 0333 0430 001. If we need to investigate your concern, we will endeavour to give you an update within 48 hours. If you are not satisfied with the help given, you may ask to speak with a Customer Services Team Manager.

In writing:

If you were unable to reach a satisfactory resolution by telephone, we would normally ask that you put the details in writing, so we can give it further consideration.

You can send it to:

Email: Customer.Services@northgate.co.uk

Mail: Customer Services, Northgate Centre, Lingfield Way, Darlington, DL1 4PZ

When writing, please include details of your concern with any supporting documentation and contact details (including daytime telephone number) as this will help us to deal with your enquiry more quickly.

We usually acknowledge receipt within 48 hours and will endeavour to respond within a reasonable time. Depending on the complexity, we’ll give you regular progress reports.

Conciliation Service

We are a full member of the BVRLA which provide an independent Conciliation Service. If you do not agree with our findings, or if you think we may have breached the Codes of Conduct, set out by the BVRLA to its members, you can get in touch. The Conciliation Service will investigate matters that relate to disputes from the activities of members. 

Email: complaint@bvrla.co.uk

Writing: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD

Modern Slavery Statement

We are against all forms of slavery. Download our Modern Slavery Statement here.


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