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Customer Services

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:

To deliver an outstanding customer motoring experience through honesty and trust

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 either by myself, our Chief Financial Officer, Chief Operations Officer or Sales Director (on a weekly rota) 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. Vertu Motors plc

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


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All trading companies are subsidiaries of Vertu Motors plc. Company registration number: 05984855. VAT registration: 902737238
Registered office for all group companies: Vertu Motors plc, Vertu House, Fifth Avenue Business Park, Team Valley, Gateshead, Tyne and Wear, NE11 0XA

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