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23rd Oct 2018 - We supply all makes and models at competitive prices please ring or email your exact requirements!
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Complaints procedure

Complaints Handling Procedure

It is the aim of Vertu Lease Cars to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

To register a complaint contact us by either:
email vertu.lease@vertumotors.com
calling us on 0330 019 7448
or write to us at Fifth Avenue , Team Valley Trading Estate , Gateshead, Tyne and Wear, NE11 0XA

  • We will acknowledge receipt of the complaint by customers preferred method within three working days
    We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:http:www.financial-ombudsman.org.uk/contact/index.html
  • Non-financial complaints can be directed to Trading Standards
  • The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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