Contact us on: 01752 636363
Vospers is committed to satisfying all customers and therefore has a clear policy with complaints. If the complaint can be remedied immediately then Vospers employees will do so. However, even where the complaint is resolved immediately, it is our policy to record the complaint in our customer feedback register.
A complaint is so often an indicator of a system failure. Vospers believe customer feedback is crucial in order to make improvements to processes and therefore encourage customers to provide feedback through various mediums. If the complaint cannot be resolved at a local level or requires a higher level of authority than that of management, referral will be made to the Customer Services Department/Department Director. They will conduct an independent investigation and once complete, provide an appropriate level of response to the customer.
Our complaint handling conforms to the Consumer Rights Act 2015, ISO9001 and FSA requirements as set out in the FSA handbook and our Complaints Handling Procedures and Service Standards. We commit to acknowledge a complaint within 5 days. Once redress has been agreed by Vospers, a final written response is given to the customer.
If this relates to a complaint regarding an insurance product, the written response will outline the opportunity to pursue the complaint with the Financial Ombudsman Service. For any other complaint, if a dispute cannot be settled, we will refer you to The Motor Ombudsman, a CTSI certified Alternative Dispute Resolution (ADR) provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.themotorombudsman.org or alternatively you can contact their advice Line on 0843 910 9000.
Once a complaint is resolved, the register will be updated to reflect the latest status.
For all complaints relating to our staff, vehicle service and/or maintenance, and any other department internally to Vospers, please use the following as a guideline to making your complaint:
Please write with your complaint to the address shown below and follow the procedure outlined above (numbers 2 to 5).
For all complaints relating to insurance products, please follow the procedure above.
You will, of course, have the right to refer your complaint to the Financial Ombudsman Service. Any complaint you wish to refer to the financial Ombudsman should be made within 6 months in order to be eligible for consideration.
Vospers Promise to:
Group Customer Relations
Customer Relations Manager
Vospers Motor House
Marsh Mills Retail Park
Tel: 01752 636363
Fax: 01752 636556
The Motor Ombudsman
0843 910 9000
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Tel: 0800 023 4567