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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.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 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.
Vospers Motor House Limited is an appointed representative of ITC Compliance Limited, which is authorised and regulated by the Financial Conduct Authority. ITC Compliance Limited’s FCA registration number is 313486. Our permitted activities include advising on and arranging general insurance contracts and acting as a credit broker, not a lender.
You can confirm our status as an appointed representative and check our registration number by visiting the FCA register at http://www.fca.org.uk/register
We always aim to provide a first-class service. However, if you have any concerns or wish to make a complaint about an insurance or finance product we have discussed with you, please contact ITC Compliance Limited in the first instance. You can write to ITC Compliance Limited at 3 Monarch Court, The Brooms, Emersons Green, Bristol, BS16 7FH; email complaints@itccompliance.co.uk; or telephone 0845 177 22 66 or 0117 440 3700.
If you remain dissatisfied following the investigation of your complaint, you have the right to ask the Financial Ombudsman Service to review your case. You can write to the Financial Ombudsman Service at Exchange Tower, London, E14 9SR; telephone 0800 023 4567 or 0300 123 9123; or visit its website at www.financial-ombudsman.org.uk
If your complaint relates to any other matter, please contact Vospers Motor House Limited using the contact details provided elsewhere on this website.
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
We will respond to your concerns in writing within 3 working days. We have a maximum of 8 weeks to investigate and respond to your concerns in writing, normally this correspondence will outline details of our investigation and will represent our final decision.
If you are unhappy with our decision you will, in the majority of cases have the right to refer the matter to the Financial Ombudsman Service. Further details will be provided in our acknowledgement letter.
Our complaint handling conforms to the Consumer Rights Act 2015, ISO9001 and FSA requirements as set out in the FCA handbook and our Complaints Handling Procedures and Service Standards.
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.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567
