How to Complain to Vertu Motors
Step by step: where to complain, what to say, and where to go if Vertu Motors does not put it right.
Consumer Protection UK is independent and is not connected to Vertu Motors. This guide uses information published by Vertu Motors and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Vertu Motors official complaints page (opens in a new tab)
Vertu Motors says complaints can be made by letter, email or telephone, to a dealership or its central Customer Services team. It says it responds within 48 hours of logging a complaint and escalates to an operational director if it is unresolved after 14 days. - If it is not resolved
- The Motor Ombudsman
- When you can escalate
- If the complaint is not resolved through Vertu's own process
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Vertu says FCA-regulated complaints are investigated within eight weeks and can go to the Financial Ombudsman Service. Motor finance commission complaints may be passed to lenders under the FCA redress scheme.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Under the Consumer Rights Act 2015, a car bought from a dealer must be of satisfactory quality, fit for purpose and as described. The same right to reject within 30 days and the 6-month presumption of a fault being there from the start are set out for goods generally.
- Keep the advert, invoice, service history and every message. Report faults in writing straight away and keep copies of repair invoices.
- Garage work must be done with reasonable care and skill and within a reasonable time. You can ask for it to be put right or for a price reduction.
- Do not let a dealer or garage tell you the problem is only a matter for the manufacturer. Your contract is with whoever sold you the car or did the work.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.