Five Star Service Charter
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Five Star Service Charter

5 Star Service Charter: Vanarama's Customer Service Promise To You

Delivering a 5 star service to you is at the heart of everything we do. So if you're considering Vanarama as your vehicle broker please take a moment to discover what we mean when we talk about our 5 star customer service. Because choosing your brand new car and securing the best deal is such an important step for you isn't it? And it's not one to be taken lightly. You have to be absolutely sure that you're choosing the very best company.

So read on; this is what we promise to deliver to you every time you order a new vehicle through Vanarama:

  1. We start by really understanding your needs

    No two customers are alike. And you're unique! So we make it our mission to understand in detail exactly what you're looking for to ensure we really do delight you. The result is you get the car and finance package that's absolutely perfect for your needs.

  2. You don't have to repeat yourself when you contact us

    It's frustrating isn't it having to repeat yourself every time you speak to a different person? When you call us it's unlikely we'll have to transfer you because we train our teams intensively to 'own each call'. But if for any reason you do have to speak to another person we'll take your details so that you're not spending the first few minutes of the next conversation repeating yourself. We want you to look forward to talking to our team.

  3. You're busy. We make life easy for you

    At Vanarama we have a 'Get It Right First Time' philosophy. We're fanatical about being accurate, efficient and fast! Our 'One Call Resolution' is just that. We aim to answer your questions or challenges within the one call. You can also access our 'My Vanarama' site and track your order every step of the way. All we ask from you is that you respond swiftly to any paperwork we send. Our unswerving goal is to deliver your vehicle in the shortest timescales possible in our industry.

  4. We are all here to help you

    From our CEO to the guys behind the scenes that support our customer service teams – everyone at Vanarama understands the part they have to play in delivering an outstanding customer service. We don't stint on customer service training and one to one mentoring for every team member. Our team is a happy bunch and never happier than when they're making sure you get everything you need when you need it.

  5. If it goes wrong we make it our mission to immediately put it right

    Even in the best of businesses things do occasionally go wrong. If you're ever less than happy with our service please don't dwell on it. Tell us immediately. Our teams are trained to listen and crucially to take action. And they're encouraged to challenge our processes too if they need fixing. Sometimes it can be as simple as providing you with something you didn't get. Other times we might have to do a little more to fix it. The bottom line is if you're unhappy it makes us unhappy. Rest assured we'll do everything we can to fully restore your faith in us and put a smile back on your face.

  6. We stay in touch with you – no silences

    When you order your vehicle through Vanarama you're guided through every stage of what is an exciting process. It's our goal to ensure you enjoy the experience from requesting your quotation through to delivery of your brand new car and aftercare. Documents are usually emailed to you with full 'plain English' explanations of what to do next. We'll confirm receipt of anything you send us and we'll let you know when we need more. Our team will speak to you on a regular basis giving you the opportunity to ask questions or just check up on a few details. And of course you can contact us in between.

  7. Service Level Agreements are our bible

    Service Level Agreements are your guarantee that you will receive a high standard of service from us - consistently. When you choose Vanarama we explain fully what happens during the order process; how long each step takes and more. This means that you can plan your timetable secure in the knowledge that we'll deliver your brand new car on time as promised.

  8. We know our stuff so ask away!

    Buying a vehicle rarely comes without any questions. Because we know vehicles and finance deals inside out, we thrive on answering your questions at all stages of the process. So please keep your questions coming! You get to speak to a member of our team that will in all probability be able to answer your question there and then. On the odd occasion we can't provide an answer, we'll tell you how long it will take. And you won't have to chase us.

  9. Delivering what we promise

    This sits at the very core of our business. If we say we're going to do something for you it will be done. If we know for sure that we can't do something for you within the timescales you're looking for, we'll tell you too. The last thing we want is to raise your expectations only to let you down. It's our goal to WOW you every time you contact us. We want you to be thrilled to bits that you chose Vanarama.

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