CUSTOMER COMPLAINTS POLICY & PROCEDURE
Providing the ‘best’ levels of customer service is our aim, not just at the point of sale but throughout the bike ownership cycle.
As two Company owners / Directors who are personally responsible for the retail sale of every motorcycle and product we aim to ensure complete customer satisfaction. However, should things go wrong or you have a complaint we want to know immediately. Contact us by telephone on 01793 297127 or email customerservice@motorcyclesuk.co.uk or in writing to Customer Service, Motorcycles UK (Swindon) Ltd, Unit 22 Ash, Kembrey Park, Swindon, Wilts, SN2 8UN.
If for any reason you are not completely satisfied with the conclusion or your complaint cannot be resolved, having exhausted our internal process you may refer the dispute to the following; Alternative Dispute Resolution (ADR) Where your complaint does not relate to a financial service refer to The National Conciliation Service. For details of this service you can contact them on 01788 538317 or visit their website at www.nationalconciliationservice.co.uk This service is free to use.
Where your complaint relates to Financial Services contact the Financial Ombudsman Service. Their consumer helpline is available on 0800 023 4 567 or 0300 123 9 123 or you can visit their website at www.financial-ombudsman.org.uk or email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR, this service is free to use.
We aim to respond to a compliant within 24 hours, we take care to record all information, then each complaint is tracked to ensure a satisfactory outcome. Once concluded it is then filled with the outcome for future reference.
Motorcycles UK (Swindon) Ltd is authorised and regulated by the Financial Conduct Authority (reference number FRN 921401).
You can check this on the FCA website register.fca.org.uk/ or by contacting the FCA on 0800 111 6768.
Motorcycles UK (Swindon) Ltd is a Credit Broker not a Lender and work with a limited number of providers.
We typically receive a fixed commission calculated by the vehicle or amount you borrow, for introducing you to a lender but this does not affect the interest you pay on the agreement, which is set by the lender.
*Finance is subject to status and is only available to UK residents aged 18 and over. Finance is a trading style of Black Horse Ltd, St William House, Tresillian Terrace, Cardiff, CF10 5BH. Terms and Conditions apply.
All Black Horse Ltd offers are subject to availability. You should not borrow more than you can afford to repay as doing so can cause you financial difficulties.
The representative finance examples provided are illustrative purposes only and may change subject to underwriting decision. Motorcycles UK works with a number of finance providers, commission may be received.
