Retail complaints

A retail complaint is usually a complaint about the sale, delivery, preparation, service, repair or condition of a bike, or the customer service you have received from us.

This may include concerns about:

• Bike condition
• Delivery or collection
• Servicing or repair work
• Warranty queries
• Delays or poor communication
• Customer service
• Keys, V5, documentation or administration issues
• Damage, preparation or aftersales issues

To make a retail complaint, please contact us using the details below:

Please include your name, contact details, order number or registration number if relevant, what has happened, and what you would like us to do.

We will aim to resolve your complaint as quickly and fairly as possible. Some complaints may need further investigation or input from another team, supplier or third party. We will keep you updated where more time is needed.

Finance, credit broking and motor finance commission complaints

Some complaints relate to regulated finance or credit broking activity. This includes complaints about finance applications, lender introductions, part-exchange finance settlement, motor finance commission, or the way finance options were explained or arranged.

This may include concerns about:

• Finance applications
• Lender introductions
• Finance documents or explanations
• Affordability or creditworthiness
• Commission or commission disclosure
• Motor finance commission arrangements
• How finance options were presented or explained
• Settlement of finance on a part-exchange vehicle
• Delays or issues with settling remaining finance on a part-exchange vehicle

To make a finance, credit broking or motor finance commission complaint, please contact us using the details below:

Please include “Finance Complaint” or “Motor Finance Commission Complaint” in the subject line where possible, so we can identify and route your complaint correctly.

Where your complaint is a regulated complaint, we will handle it in line with Financial Conduct Authority complaint handling rules. We will investigate your complaint fairly and issue a final response within 8 weeks, unless a specific FCA rule, extension or redress scheme requirement applies.

If your complaint relates to motor finance commission, we will explain how your complaint will be handled and whether any specific FCA timeframe, pause or redress scheme applies.

If you are unhappy with our final response to a regulated complaint, or we have not responded within the applicable timeframe, you may be able to refer your complaint to the Financial Ombudsman Service.

You usually need to refer your complaint within 6 months of our final response.

Data protection complaints

A data protection complaint is a complaint about how we have handled your personal information.

This may include concerns that your information has been used incorrectly, shared incorrectly, is inaccurate, has not been kept secure, or that we have not handled a data protection rights request properly.

To make a data protection complaint, please contact us using the details below:

Please include “Data Protection Complaint” in the subject line where possible, so we can identify and route your complaint correctly.

We will acknowledge your data protection complaint within 30 calendar days, investigate it appropriately, explain the outcome, and tell you about your right to complain to the Information Commissioner’s Office if you remain unhappy.

If you remain unhappy after receiving our outcome, you can complain to the Information Commissioner’s Office.

What happens after you complain

Once we receive your complaint, we will review it and make sure it is handled under the correct process. Where a complaint includes more than one issue, we may deal with different parts under different processes.

We may contact you if we need more information before providing our response.