Customer Services
At Vertu we strive for excellent customer service in all areas. I would like to hear of all your feedback whether you have had exceptional customer service or have felt we could have done better.
Our Mission Statement is:
To deliver an outstanding customer motoring experience through honesty and trust
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 by me 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 ForresterChief Executive. Vertu Motors plc
Positive Feedback
If you've experienced exceptional customer service at one of our dealerships we would love to hear about it. Please fill out our dedicated positive feedback form, write to us or alternatively call our customer services team on 0191 497 0404
Report a Concern
In the event of a concern please do not hesitate to provide us with feedback using our dedicated feedback form or call our customer services on 0191 497 0404 or email them at vertucustomerservices@vertumotors.com. Customer Services operate between 9am and 5pm Monday to Friday. We will aim to respond to your feedback within 48 hours.
Contact Us
We are committed to providing excellent customer service. There are a number of ways you can contact us which can be found on our dedicated contact us page, along with a list of services and products we offer with their own corresponding number.
Claims
If your call is about commission arrangements on your car or motorbike finance, or a potential commission claim as recently reported in the media, please contact us via email at the following address claims@vertumotors.com
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.
We subscribe to the Motor Ombudsman Codes of Practice for Service and Repair and Vehicle Sales. If we have been unable to resolve your complaint to your satisfaction you can contact:
The Motor Obudsman
The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
By Telephone: 0345 241 3008
Or via their website: www.themotorombudsman.org
The Motor Ombudsman is a Chartered Trading Standards Institute approved provider 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