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Vertu Motors Customer Services
Any concerns or complaints reported directly to the Vertu Motors Customer Services Team are formally logged and sent to the Vansdirect management to review. Our central customer services team will track and monitor your concern.
Email us - [email protected]
Call us - 0191 497 0404
In the rare occasions that issues occur, at Vansdirect we are committed to treating customers fairly and promptly. Below you will find a simple outline of our complaint handling procedure and details of the regulatory & industry bodies by which we are regulated.
View our Treating Customers Fairly policy.
Vansdirect are authorised and regulated by the Financial Conduct Authority. Our Financial Conduct Authority Register number is 690205. We are a credit broker rather than a lender and offer credit from a selected panel of lenders.
Our full FCA information page can be found here - FCA Initial Disclosure Document
1. Acknowledge
We will acknowledge your complaint promptly.
2. Investigate
We will endeavour to provide you with an update to our investigation of your complaint within 5 days.
3. Updates
We will endeavour to provide a final response to you within 4 weeks of receipt of your complaint. Otherwise we will contact you and explain why it will take us longer.
4. Timescales
Where it does take us longer to investigate, we will provide a response to you within 8 weeks of your complaint we will explain why it's longer and let you know when to expect the final outcome.
5. Financial Ombudsman
If, in the rare case that we are unable to resolve your complaint to your satisfaction, you may be entitled to escalate your complaint to the relevant regulatory body;
For financial products you may be able to refer to the Financial Ombudsman - click
here.
For other matters, you may be able to refer to the BVRLA (British Vehicle Rental & Leasing Association) - click here for full details.
Motor Finance Commission Complaints
Where your complaint relates to a relevant motor finance commission arrangement (whether it is a discretionary commission arrangement (DCA), or Non-DCA), as set out by the Financial Conduct Authority communication dated 11 January 2024, the FCA introduced a pause on final written responses to avoid inconsistent outcomes while they completed their review. Whilst the pause was initially until 5 December 2025, the FCA have further extended the pause/final written response date to: 31 May 2026. Motor finance commission complaints will therefore be responded to after the paused period.
FCA Consultation Launch 07.10.2025:
The FCA launched a consultation in relation to a compensation scheme for eligible motor finance commission complaints and have advised they expect to publish their final motor finance consumer redress scheme rules early in 2026.
You can find more details in relation to the paused response time process here: https://www.fca.org.uk/carfinance. Our final response will advise you of your rights to refer your complaint to the Financial Ombudsman Service.
