Vospers Customer Feedback Guide

Your Vospers Experience: Sharing Your Feedback

At Vospers, a family business at its core, customer satisfaction isn't just a buzzword; it's a fundamental principle woven into the fabric of their operations. Guided by their core values of Care, Accountability, Performance, Respect, and Integrity, Vospers actively seeks to create exceptional experiences for every customer. Whether you've encountered outstanding service that deserves recognition or have experienced a concern that needs addressing, your feedback is invaluable. This guide outlines the straightforward ways you can share your thoughts and ensure Vospers continues to uphold its commitment to excellence.

Why Your Feedback Matters

Vospers believes that open communication is key to continuous improvement. Your feedback, whether positive or constructive, provides them with crucial insights into what they're doing well and where there might be opportunities to enhance their services. By sharing your experiences, you directly contribute to shaping the future of customer care at Vospers, helping them to refine their processes and ensure every customer interaction is a positive one.

How to Provide Feedback: A Comprehensive Approach

Vospers has established clear channels for you to voice your feedback, ensuring it reaches the right people efficiently. The method you choose will depend on the nature of your feedback and your personal preference. Here's a breakdown of the available options:

In Person: Direct Engagement

For immediate attention and a personal touch, visiting a Vospers dealership in person is an excellent option. Simply make your feedback known to a member of the reception staff. They will guide you to the relevant Department Manager, who is equipped to handle your concerns or commendations. In many cases, issues can be resolved on the spot, providing a swift and satisfactory outcome. Should your feedback require more in-depth attention, the Department Manager will ensure it is logged appropriately.

The Complaint Resolution Process: Ensuring Fairness and Accountability

If a complaint cannot be resolved immediately by the management team, or within three working days, Vospers has a robust procedure in place:

• Logging Your Concerns: The Department Manager will formally log your feedback in their customer feedback register, a crucial part of their quality assurance process.
• Unique Reference Number: You will be issued a unique Reference Number for your complaint, providing a clear point of reference for all future communication.
• Acknowledgement: You will receive an acknowledgement of your complaint via email or another durable medium, confirming that your concerns have been registered.
• Resolution Pathway: The Department Manager will continue to work towards a resolution. For more complex issues, your complaint may be reviewed by a Customer Service Advisor and/or the relevant Department Director to ensure a thorough and fair outcome.

By Email: Detailed and Documented

For those who prefer to articulate their feedback in writing, or if an immediate in-person visit isn't feasible, email is a highly effective method. You can submit your complaint by completing a dedicated form, which ensures all necessary details are captured. An acknowledgement will be promptly issued via email. Vospers will then request reports from the relevant departments to thoroughly investigate your concerns before providing you with a proposed resolution.

In Writing: Formal Communication

For formal correspondence and to ensure a documented trail, you can send your feedback via post to:

Group Customer Relations
Vospers Motor House Ltd
Marsh Mills Retail Park
Longbridge Road
Plymouth
PL6 8AY

By Telephone: Direct Conversation

If you wish to discuss your experience directly, you can contact the main Vospers switchboard on 01752 636363. The Department Manager welcomes your feedback and will be available to discuss your concerns or compliments.

Dispute Resolution: Escalation Options

Vospers is committed to resolving disputes fairly. If a dispute cannot be settled directly through their internal processes, they will refer you to The Motor Ombudsman. This organisation is a CTSI certified Alternative Dispute Resolution (ADR) provider, and Vospers is prepared to engage with their procedures. You can find more information on their website at www.themotorombudsman.org or contact their advice line on 0843 910 9000.

Special Considerations: Insurance and Finance Products

Vospers Motor House Limited operates under the authorisation and regulation of the Financial Conduct Authority (FCA), with FCA Register number 310773. Their permitted business includes arranging non-investment insurance contracts, consumer hire, and credit brokerage. You can verify their registration and permitted activities on the FCA's website (www.fca.gov.uk/register) or by contacting the FCA directly on 0800 111 6768.

Complaints Regarding Insurance and Finance

If you have concerns or wish to make a complaint specifically about an insurance or finance product discussed with you, Vospers requests that you initially communicate your concerns in writing or by telephone. You can direct these to:

Mr Nicolas Vosper
Marsh Mills Retail Park
Longbridge Road
Plymouth
Devon
PL6 8AY
Tel. (Main Switchboard) 01752 636363

Important Update on Financial Complaints (FCA Discretionary Commission Arrangements - DCA)

The Financial Conduct Authority (FCA) has issued updates regarding complaints related to motor finance discretionary commission arrangements (DCA). As of January 11, 2024, Vospers is adjusting their communication in line with these updates. The FCA is conducting a review into the past use of DCAs and anticipates outlining next steps by May 2025. This may include consulting on a potential redress scheme. Consequently, the FCA has extended the pause on handling these specific types of complaints until December 4, 2025. This allows time for the FCA to confirm how firms will implement any necessary redress, or potentially end the pause earlier if firms can resume normal complaint handling. For the most current information, please refer to the FCA's official website: https://www.fca.org.uk/carfinance. Vospers acknowledges the importance of timely complaint resolution and appreciates your patience. When they are able to address your complaint, you will retain the option to escalate it to the Financial Ombudsman Service, with an extended 15-month period to do so.

Vospers Body Repair Centres: Your Post-Accident Solution

Experiencing a car accident can be a stressful event. Vospers Body Repair Centres are designed to simplify this process for you, whether the accident was your fault or not. They offer a comprehensive service to manage your repairs and insurance claims.

Key Benefits of Vospers Body Repair Centres:

• Full Insurance Claim Assistance: Vospers assists with all the necessary paperwork and obtains authority to complete repairs, ensuring a smooth process.
• Return to Pristine Condition: They guarantee your vehicle will be returned to you in a condition as good as new.
• No Cost to You: This service is completely free of charge; it is not a "No Win, No Fee" option.
• All Makes and Models: Vospers can repair any make or model of vehicle to full insurance standards.
• Courtesy Vehicles: A replacement vehicle will be provided while yours is undergoing repairs, minimising disruption to your daily life.
• Collection and Delivery: They will collect or recover your damaged vehicle and deliver it back to your home once repairs are completed.
• Non-Fault Accident Specialists: Vospers handles all non-fault insurance claims on your behalf, removing the stress of dealing with third-party insurers.
• Personal Injury Claim Assistance: They can also assist in personal injury claims arising from non-fault accidents.
• Handling Fault Accidents: Unlike many other companies, Vospers will still manage all aspects of your claim even if the accident was your fault.

Vospers Motability: Simplifying Your Motability Experience

For customers utilising the Motability scheme, Vospers provides dedicated support to ensure a seamless experience with your vehicle.

Servicing Under the Motability Scheme:

• Scheduled Servicing: Servicing is scheduled either at set times during your lease agreement or based on mileage.
• Adaptation Maintenance: If your vehicle has adaptations fitted at the start of your lease, Vospers will notify you of any required regular maintenance, which is included as part of your worry-free package.
• Service Reminders: Vospers will remind you when your service is due.
• Courtesy Cars and Arrangements: While service times can vary, Vospers will do their utmost to provide a courtesy car. If the standard courtesy car isn't suitable, they will explore alternative arrangements to meet your needs.

Frequently Asked Questions

Q1: How long will it take to resolve my complaint?

For complaints that cannot be resolved immediately, Vospers aims to resolve them efficiently. The Department Manager will log your complaint, and you will receive an acknowledgement. The process involves investigation by relevant departments, and you will be provided with a proposed resolution. For finance and insurance complaints, please refer to the FCA update regarding the pause on complaint handling.

Q2: What if I'm not satisfied with the resolution Vospers offers?

If you are not satisfied with the resolution proposed by Vospers, you have the option to escalate your complaint. For general complaints, you can refer to The Motor Ombudsman. For complaints related to insurance or finance products, you can escalate to the Financial Ombudsman Service. For specific details on the extended period for escalating finance complaints, please see the FCA update.

Q3: Can Vospers help me if the accident was not my fault?

Yes, absolutely. Vospers Body Repair Centres specialise in handling non-fault insurance claims and will manage all the paperwork and dealings with third-party insurers on your behalf. They can also assist with personal injury claims related to non-fault accidents.

Q4: Do I have to pay for the services offered by Vospers Body Repair Centres?

No, the services provided by Vospers Body Repair Centres, including assistance with insurance claims, repairs, and providing a courtesy vehicle, are completely free of charge.

Q5: Where can I find more information about the FCA's review of discretionary commission arrangements?

You can find the most up-to-date information directly on the FCA's official website at https://www.fca.org.uk/carfinance.

Conclusion: Your Voice, Their Commitment

Vospers' dedication to customer satisfaction is evident in the clear and accessible feedback channels they provide. Whether you wish to commend their team, report an issue, or understand the complaint resolution process, Vospers encourages you to share your experience. Your input is a vital part of their commitment to continuous improvement and delivering exceptional automotive services.

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