Motorvogue (Northampton) Ltd Complaints policy

We are here to help

At Motorvogue, customer care is extremely important to us. We aim to provide a high standard of service across every department and every dealership, and we do not accept poor customer service.

Occasionally, we may not get things right. When this happens, we want the opportunity to review your concerns properly, respond fairly and, where appropriate, put things right as quickly as possible.

This policy explains how Motorvogue (Northampton) Ltd receives, manages and responds to complaints.

Our commitment

We take all complaints seriously.

You will be treated with courtesy and respect at all times, and your complaint will be reviewed fairly, properly and professionally.

Many concerns can be resolved quickly by speaking with the relevant department or manager. However, where a matter requires a more detailed review, it will be handled under our formal complaints process.

Our Customer Care team works directly with our dealerships, department managers and senior management team to investigate complaints and provide clear responses.

Raising your complaint with Motorvogue Customer Care in the first instance is the quickest and most effective way for us to help you. It allows us to identify the relevant dealership, vehicle, agreement, job card, sales record, service history or supporting information, and to work directly with the people involved to resolve your concerns.

Our aim is always to resolve complaints directly with our customers wherever possible, without the need for external escalation.​

How to raise a complaint with Motorvogue

If you are unhappy with any part of your experience, please contact Motorvogue Customer Care in the first instance.

Email:customercare@motorvogue.co.uk
Post: Motorvogue Customer Care, Cromer Road, Norwich, Norfolk, NR6 6NB

You can also raise your concern with the dealership you have dealt with. If the matter requires formal review, it may be passed to our Customer Care team so that it can be investigated and responded to centrally.

If a complaint is received by another reasonable route, we will ensure it is passed to the appropriate team for review.​

Information to include

To help us investigate your complaint quickly and properly, please provide the following where applicable:

• Your full name and contact details
• The dealership you dealt with
• Your vehicle registration, make and model
• A clear summary of your complaint
• Relevant dates and times
• Names of any team members you have spoken with, where known
• Copies of any supporting documents, photographs, invoices, reports or correspondence
• The outcome you are seeking

Providing this information at the outset helps us allocate your complaint correctly and avoid unnecessary delays.

What happens next

Once we receive your complaint, we will acknowledge receipt and begin our review.

Your complaint will be referred to the appropriate team and, where required, department management, dealership management or senior management for investigation.

We will review the information available, which may include dealership records, job cards, sales documentation, finance or insurance documentation where applicable, service history, correspondence, call records where available, and feedback from relevant team members.

We aim to resolve complaints as quickly as possible. Where a formal written response is required, a final response will be provided within 8 weeks of the date we receive your complaint, unless a different regulatory timescale applies.

We may contact you during our investigation if further information is required.​

If we have been unable to resolve your complaint

We ask that you allow Motorvogue the opportunity to investigate and respond to your complaint before escalating the matter externally.

This does not affect your statutory rights.

Complaints relating to finance or insurance

If your complaint relates to a finance or insurance product, this may fall within FCA-regulated activity.

Please raise your complaint with Motorvogue Customer Care in the first instance so that we can identify the relevant vehicle, dealership, agreement and documentation without delay.

Where required, Motorvogue may involve Automotive Compliance Ltd as part of the review process.

Automotive Compliance Ltd contact details are:

Automotive Compliance Ltd
The Factory
44 Alfred Street
Gloucester
GL1 4DD

Telephone: 01452 671560
Email:complaints@automotive-compliance.co.uk

If your finance or insurance complaint has not been resolved within 8 weeks, or you have received our final response and remain dissatisfied, you may be able to refer your complaint to the Financial Ombudsman Service. This service is free to use.

Financial Ombudsman Service
Telephone: 0800 023 4567 or 0300 123 9123
Website:www.financial-ombudsman.org.uk

You must usually refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response letter.

Complaints not relating to finance or insurance

If your complaint does not relate to a finance or insurance product, we ask that you allow Motorvogue the opportunity to investigate and respond first.

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed and the matter remains unresolved, you may be able to refer your dispute to The Motor Ombudsman, subject to their eligibility criteria.

The Motor Ombudsman provides independent advice and, where appropriate, a CTSI-certified Alternative Dispute Resolution service for motor industry disputes.

The Motor Ombudsman contact details are:

The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN

Telephone: 0345 241 3008
Email:consumer@tmo-uk.org

Website:www.themotorombudsman.org

Confidentiality

All complaints will be treated confidentially. Information will only be shared with those who need it in order to investigate, respond to or resolve your complaint, or where we are required to do so by law, regulation, an ombudsman, an Alternative Dispute Resolution provider, our FCA compliance partner, a manufacturer, warranty provider or another relevant third party.