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As a family business, Vospers is committed to achieving excellent customer satisfaction, treating our customers fairly, in line with our Core Values of Care, Accountability, Performance, Respect, and Integrity. If you have experienced exceptional customer service at one of our dealerships; we would love to hear about it or in the event of a concern, please do not hesitate to provide us with your feedback.
For all feedback relating to our staff, vehicle service and/or maintenance, sales and any other department internally to Vospers, please use the following as a guideline:
IN PERSON
Please make the nature of your feedback 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 feedback. If we can deal with this immediately, we will do so.
If you have a complaint which cannot be resolved immediately by our management team (or within 3 working days), the manager will log your concerns on our customer feedback register as a part of our quality procedure, and they will allocate a unique Reference Number, an acknowledgement by e-mail or other durable medium will be issued. The department manager will continue to find a resolution and the complaint will then be overviewed by a Customer Service Advisor and/or the relevant Department Director if necessary.
TELL US YOUR FEEDBACK
If you would like to tell us 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.
To submit a complaint by email, please complete this form. An acknowledgement of your feedback/complaint will be issued by e-mail.
Reports will be requested from the relevant departments before we reply to you with a proposed resolution if it is regarding a complaint.
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.
GIVING FEEDBACK IN WRITING
Group Customer Relations
Vospers Motor House Ltd
Marsh Mills Retail Park
Longbridge Road
Plymouth
PL6 8AY
BY TELEPHONE
(Main Switchboard) 01752 636363 - The Department Manager would welcome your feedback.
Vosper Motor House Limited is Authorised and regulated by the Financial Conduct Authority. Our FCA Register number is: 310773, our permitted business is arranging non-investment insurance contracts and consumer hire and credit brokerage. You can check this on the FCA's Register by visiting the FCA's website: www.fca.gov.uk/register or by contacting the FCA by phone on: 0800 111 6768.
If you have any concerns or wish to make a complaint regarding an insurance or finance product we have discussed with you, please in the first instance write or telephone explaining your concerns.
Mr Nicolas Vosper
Marsh Mills Retail Park
Longbridge Road
Plymouth
Devon
PL6 8AY
Tel. (Main Switchboard) 01752 636363
Financial Conduct Authority (FCA) Update – Finance Complaints Pause (11.01.2024)
Following the Financial Conduct Authority's (FCA) recent updates, we are adjusting our communication regarding complaints related to motor finance discretionary commission arrangements (DCA).
As part of the FCA’s ongoing review into the past use of DCAs, they now intend to outline the next steps by May 2025. By this time, the FCA expect to have thoroughly analysed the data collected from firms and considered the outcome of the Barclays judicial review concerning the Financial Ombudsman’s decision to uphold a DCA complaint.
The FCA’s next steps may include consulting on a potential redress scheme. Given this possibility, the FCA are taking the precautionary step of extending the pause on complaint handling until December 4, 2025. This extended period allows the FCA time to confirm how firms would implement any necessary redress. Alternatively, if the FCA decide firms should resume handling complaints as usual, they may consult on ending the pause earlier.
For the most up-to-date information on this process and how it may affect your complaint, please visit the FCA’s official website at https://www.fca.org.uk/carfinance.
We understand the importance of resolving complaints in a timely manner and appreciate your patience. When we are able to address your complaint, you will still have the option to escalate it to the Financial Ombudsman Service, with an extended 15-month period to do so.
If you have any questions in the meantime, please don’t hesitate to contact our team.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567
