Positive Feedback
If you've experienced great customer service at one of our dealerships, we would love to hear about it. Please fill out our dedicated positive feedback form or contact our customer services team on 0191 497 0404
Customer Service
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
Report a Concern
If you have a concern, we would like to hear from you. Please provide feedback using our dedicated form or contact our customer services team on 0191 497 0404. We aim to respond within 48 hours.
Contact Us Today
We are committed to providing excellent customer service. If you would like to contact us, please visit our dedicated contact us page for different ways to get in touch and information about the services we offer.
Commission Arrangements
If your call is about commission arrangements on your car or motorbike finance, or a potential commission claim, please contact us via email at claims@vertumotors.com. Our team will be able to assist with your enquiry.
Contacting the Ombudsman
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. 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