Our Mission Statement is:
To deliver an outstanding customer motoring experience through honesty and trust
In the event of a concern or feedback please do not hesitate to provide us with feedback using the contact forms which can be found on our dedicated customer services page. Alternatively please call our customer services on 0191 497 0404 or email firstname.lastname@example.org. Customer Services operate between 9am and 5pm Monday to Friday. We will aim to respond to your feedback within 48 hours, as measured by our manufacturer partners, and with over 1 million customers in the UK, I know the importance of making sure you are satisfied with our service every time.
We take these matters seriously.
Any concerns or complaints are logged and sent to the dealership management to review and seek to resolve. Before any concerns are “closed off”, each concern is reviewed either by myself, our Chief Financial Officer, Chief Operations Officer or Sales Director ( on a weekly rota) to make sure that we are learning from our mistakes and treating customers in line with our Values.
All positive feedback comes directly to me so I can pass to dealership management and recognise the success of their colleagues who have delivered great service.
Robert Forrester Chief Executive Officer. Vertu Motors plc
All concerns will be investigated and responded to initially by the selling dealership or other relevant team. If not resolved, your concern may then be escalated.
Our complaints handling process can be found here
We subscribe to the Motor Industry Code of Practice for Service and Repair and are members of the National Franchise Dealers Association. If we have been unable to resolve your complaint to your satisfaction you can contact:
The National Conciliation Service
2nd Floor, Chestnut Field House, Chestnut Field, Rugby, Warks, CV21 2PA
By Telephone : 01788 538317
Or via their website: www.nationalconciliationservice.co.uk
The Motor Ombudsman
The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
By Telephone : 0843 910 9000
Or via their website: themotorombudsman.org
Both bodies are Chartered Trading Standards Institute approved providers of alternative dispute resolution and we will respond to them if they contact us regarding your complaint.
If your concern relates to any product regulated by the Financial Conduct Authority, you will receive an initial acknowledgement and a final response within 8 weeks. Before the final response is issued our central team will investigate the issue alongside the selling dealership.
If we have not been able to resolve an FCA-regulated product complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service. Further information is available on their website www.financial-ombudsman.org.uk