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Tell us about your concern

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

Complaint handling procedure

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.

- Financial Conduct Authority (FCA) Ruling 11.01.2024 /Paused Response Complaints:

Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the Financial Conduct Authority communication dated 11 January 2024, we will pause our response timeframe for a 37 week period, until at least the 25 September 2024.  You can find more details in relation to the paused response time process here:  Our final response will advise you of your extended 15 month right to refer your complaint to the Financial Ombudsman Service.