Opening its first Scottish dealership in January 2010, Macklin Motors has grown to become synonymous with quality and customer service in Scottish motor retailing.
Part of Vertu Motors, the UK’s 6th largest motor retailer, Macklin has now seven dealerships throughout Scotland in Dunfermline, Paisley, Edinburgh, Glasgow and Hamilton.
Representing five of the world’s major motoring manufacturers, Macklin offers new cars from Ford, Hyundai, Nissan, Mazda and Peugeot, as well as access to more than 5,000 quality assured used cars across a range of the best-known car franchises.
Dealership teams are on hand to offer the highest standards in sales and aftercare for commercial vehicles and new and used cars. We have a range of aftercare services to choose from including car servicing and MOT. With customer service being Macklin’s number one priority, customers can be confident that every Macklin dealership has an exemplary track record on delivering and outstanding customer experience based on honesty and trust.
Built on Vertu Motors’ values of passion, respect, professionalism, integrity, recognition, opportunity and commitment, Macklin Motors is operated by Bristol Street Fourth Investments Limited (Hyundai, Nissan and Peugeot), Bristol Street First Investments Limited (Ford), and Grantham Motor Company Limited (Mazda). All are subsidiaries of Vertu Motors plc meaning that Macklin Motors can give customers personal service to the highest of standards, with the backing of a national and trusted organisation.
The Vertu Motors Group (which trades primarily under the Bristol Street Motors, Macklin Motors, Vertu Honda, Vertu Toyota, Vertu Mercedes-Benz, Vertu Volkswagen and Farnell brands) was formed in late 2006 to acquire and consolidate UK motor retail businesses. The group was founded as a new entrant into the UK motor retail sector and is listed on the AIM market (UK:VTU)
The Group, which is the 6th largest motor retailer, represents 20 of the world’s major car franchises in over 120 dealerships nationwide and is built on values of passion, respect, professionalism, integrity, recognition, opportunity and commitment.
The Group also operates in England, trading under the Bristol Street Motors brand (www.bristolstreet.co.uk) and operating a number of Honda dealerships (www.vertuhonda.com), Volkswagen dealerships (www.vertuvolkswagen.com) and Land Rover and Jaguar Dealerships (www.farnelljaguarlandrover.com ). Vertu Motors plc was awarded the Motor Trader Dealer Group of the Year in 2008.
At Macklin Motors we strive for excellent customer service in all areas. I would like to hear of all your feedback whether you have had exceptional customer service or have felt we could have done better.
Our Mission Statement is:
In the event of a concern or feedback please do not hesitate to provide us with feedback using the contact forms which can be found on our dedicated customer services page. Alternatively please call our customer services on 0191 497 0404 or email [email protected]. Customer Services operate between 9am and 5pm Monday to Friday. We will aim to respond to your feedback within 48 hours, as measured by our manufacturer partners, and with over 1 million customers in the UK, I know the importance of making sure you are satisfied with our service every time.
We take these matters seriously.
Any concerns or complaints are logged and sent to the dealership management to review and seek to resolve. Before any concerns are “closed off”, each concern is reviewed by me to make sure that we are learning from our mistakes and treating customers in line with our Values.
All positive feedback comes directly to me so I can pass to dealership management and recognise the success of their colleagues who have delivered great service.
Robert Forrester Chief Executive Officer. Vertu Motors plc
Our complaints handling process can be found here
All concerns will be investigated and responded to initially by the selling dealership or other relevant team. If not resolved, your concern may then be escalated.
We subscribe to the Motor Industry Code of Practice for Service and Repair and are members of the National Franchise Dealers Association. If we have been unable to resolve your complaint to your satisfaction you can contact:
The National Conciliation Service
2nd Floor, Chestnut Field House, Chestnut Field, Rugby, Warks, CV21 2PA
By Telephone : 01788 538317
Or via their website: www.nationalconciliationservice.co.uk
The Motor Ombudsman
The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
By Telephone : 0843 910 9000
Or via their website: themotorombudsman.org
Both bodies are Chartered Trading Standards Institute approved providers of alternative dispute resolution and we will respond to them if they contact us regarding your complaint.
If your concern relates to any product regulated by the Financial Conduct Authority, you will receive an initial acknowledgement and a final response within 8 weeks. Before the final response is issued our central team will investigate the issue alongside the selling dealership.
If we have not been able to resolve an FCA-regulated product complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service. Further information is available on their website www.financial-ombudsman.org.uk