Statement of Policy

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 Company Administrator/Director. They will conduct an independent investigation and once complete provide an appropriate level of response to the customer.

Our complaint handling conforms to 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. Any other complaint makes reference to the RMI conciliatory service. Once a complaint is resolved the register will be updated to reflect the latest status.

How to make your complaint

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:

In person/by telephone

1. Please make the nature of your complaint known to a member of our reception staff. You should then be guided to someone who will be able to deal with your complaint. If we can deal with this immediately, we will do so.
2. If the complaint requires further investigation, a Complaints Form will be completed for which we will allocate a unique Feedback Number. The complaint will then be dealt with by the Company Administrator and/or the relevant department director if necessary.
3. A written acknowledgement of your complaint will be issued.
4. Reports will be requested from the relevant departments before we reply to you with a proposed resolution to the complaint.
5. Should you be in any way dissatisfied with the way in which your complaint is handled you will be made aware of your right of access to the Retail Motor Industry Conciliatory Service (for which you will find the address below).

Making a complaint in writing

Please write with your complaint to the address shown below and follow the procedure outlined above (no.s 2 to 5).

Complaints relating to insurance products

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:

1. Log all complaints received in any branch within 24 hours.
2. All complaints will be recorded on a central register.
3. If your complaint cannot be resolved immediately (within 72 hours), it will be passed to the Company Administrator for referral to the appropriate Director.
4. If a complaint cannot be resolved immediately, the Company Administrator will send an acknowledgement letter within 5 days of receipt of the complaint.
5. Following liaison with the relevant departments a final response will be sent to the customer outlining the company's decision and requesting acceptance to such response.
6. In the event that a complaint cannot be resolved within 4 weeks, a holding letter will be sent explaining the reasons for this and advising on further contact.
7. A final response to a complaint must be given within 8 weeks of receipt of a complaint, or the customer must be advised of a date when such response is likely to be given.
8. The customer will be advised of their right of re-course to either the RMI Concillatory Service or the Financial Ombudsman Service.
9. In the event of going to independent arbitration with the RMI, Vospers will be bound by their decision.

Contact Information:

Group Customer Relations
Customer Relationship Manager
Vospers Motor House
Marsh Mills Retail Park
Longbridge Road
Plymouth
PL6 8AY

Tel: 01752 636363
Fax: 01752 636311

The National Conciliation Service
Retail Motor Industry Federation
9 North Street
Rugby
Warwickshire
CV21 2AB
(complaints in writing only)

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 020 7964 1000
Fax: 020 7964 1001