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 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.

COMPLAINTS RELATING TO INSURANCE and FINANCE PRODUCTS

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

HOW WE WILL RESPOND

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.

OTHER CONTACT INFORMATION

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

Tel: 0800 023 4567