Vospers Customer Care

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.

HOW TO PROVIDE 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 5 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.Please use the form at the bottom of this page.

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 FEEBDACK 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.

COMPLAINTS RELATING TO INSURANCE PRODUCTS - For all complaints relating to insurance products, please follow the procedure above.

If you are unhappy with our response, you will, of course, have the right to refer your insurance 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:

Try to resolve all complaints via the Department Manager, if we can deal with this immediately, we will do so.

If your complaint cannot be resolved immediately (or within 5 working days) and requires further investigation, it will be logged on our customer feedback register by the department manager.

For complaints not resolved immediately or complaints processed directly by our Customer Service Advisor, an acknowledgement by e-mail or other durable medium and a unique reference number will be issued.The department manager will continue to find a resolution and the complaint will then be overviewed by the Customer Service Advisor and/or the relevant Department Director if necessary.

Following liaison with the relevant departments, a final response will be sent/communicated to the customer outlining the company's decision.

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, we will endeavour to update more frequently where possible.

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.

The customer will be advised of their right of re-course to either The Motor Ombudsman or the Financial Ombudsman Service.

In the event of going to independent arbitration with The Motor Ombudsman, Vospers will be bound by their decision.

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 business days. Once redress has been agreed by Vospers, a final response is given to the customer.

If a complaint relates to 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.

OTHER CONTACT INFORMATION:

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Tel: 0800 023 4567

The Motor Ombudsman

0843 910 9000

www.themotorombudsman.org