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Our Commitment to Handling Customer Complaints

This process covers the following companies that are part of the Vertu Motors group:

We take all complaints seriously.
Our process for dealing with complaints received by us will differ depending on what the complaint is about.

1. Products regulated by the Financial Conduct Authority (FCA)

We will treat as an FCA product complaint (FCA Complaint) any oral or written or email expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. This includes complaints made to our dealerships or to our central Customer Services team.

2. Goods and non-financial services

All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.

Process for all complaints

Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. Whether you have contacted the dealership or department that you have been dealing with direct, or whether you have contacted our central Customer Services team, in most cases the relevant dealership or department will still be responsible for attempting to resolve your concern.

You may raise or discuss your concern with our central Customer Services team at any stage.

Process for general complaints

After the process above, if we are unable to resolve your complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.

 

Process for FCA Complaints

In addition to the process above, our central review team will also review all FCA Complaints and we have a slightly more formal process as follows:

• Promptly following receipt of your complaint

Any FCA Complaint that has not been resolved straight away will be recorded by our central Customer Services team and we will send you a letter to acknowledge your concerns.

If we believe that another firm or company is responsible for the matters to which your complaint relates and is therefore best placed to resolve it, we may forward your complaint to them to investigate. If we do so, we will write to you to let you know and will give you the name of the firm or company to which we are forwarding your complaint.

• Within eight weeks from receipt

We will aim to have completed our investigation and provide you with our final response in relation to your complaint within eight weeks of receipt of your complaint. If we cannot provide you with our response within eight weeks, we will write to you explaining why this is the case and indicate when a response will be sent to you. You will also be advised of your right to take the matter to the Financial Ombudsman Service should you be dissatisfied with the outcome of our investigation and our final response.

Review
The outcome of each centrally recorded concern is also reviewed either by our Chief Executive Officer, Chief Financial Officer, Chief Operations Officer or Sales Director (on a weekly rota).

August 2016

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All trading companies are subsidiaries of Vertu Motors plc. Company registration number: 05984855. VAT registration: 902737238
Registered office for all group companies: Vertu Motors plc, Vertu House, Fifth Avenue Business Park, Team Valley, Gateshead, Tyne and Wear, NE11 0XA

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