Vospers Customer Care

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.

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 will then be guided to the Department Manager 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, it will be logged on our customer feedback register as a part of our quality procedure, we will allocate a unique Reference Number. The complaint will then be dealt with by the Customer Services Department and/or the relevant Department Director if necessary.
  3. An acknowledgement of your complaint will be issued by e-mail or other durable medium.
  4. Reports will be requested from the relevant departments before we reply to you with a proposed resolution to the complaint.
  5. If the 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.

 

Making a complaint in writing

Please write with your complaint to the address shown below and follow the procedure outlined above (numbers 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 Customer Services Department for referral to the appropriate Director.
  4. If a complaint cannot be resolved immediately, the Customer Services Department will send an acknowledgement 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/email 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 Motor Ombudsman or the Financial Ombudsman Service.
  9. In the event of going to independent arbitration with The Motor Ombudsman, Vospers will be bound by their decision.

 

Contact Information:

Group Customer Relations
Customer Relations Manager
Vospers Motor House
Marsh Mills Retail Park
Longbridge Road
Plymouth
PL6 8AY
Tel: 01752 636363
Fax: 01752 636556

 

The Motor Ombudsman
0843 910 9000
www.themotorombudsman.org

 

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567

 

Customer Care

If you would like to leave a comment about your Vospers experience, we would love to hear from you.
We hope that all feedback will enable us to improve upon and continue to provide a first class service to all our valued customers.

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