Superbike Factory Limited External Complaints Procedure

Our Commitment to you

Superbike Factory Limited will do its best to provide you with a high level of service and customer care at all times as our customers are very important to us. However, we do understand that sometimes things go wrong and we may fall short of your expectations. Our complaints procedure allows us to deal with complaints fairly, effectively and promptly.

Any complaint, whether made in writing or verbally will be immediately referred to one of our complaints officers who will investigate and respond to your complaint.

We record all complaints and follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.

What to do if you have a complaint

You should raise your complaint to us by telephone, email, letter, and fax or in person to:

Superbike Factory LTD
Cottage Street Mill
Cottage Street
Macclesfield
SK11 8DZ

Telephone: 01625 353012

Email: sales@superbikefactory.co.uk

How we will handle your complaint

We will:

  • Endeavour to resolve your complaint as quickly as possible
  • Acknowledge your complaint promptly and in writing
  • Provide contact details for the Complaint Officer that is dealing with your complaint
  • Provide a final response letter within 8 weeks of receipt.

If we cannot reach a resolution

If you are dissatisfied with our response you can refer your complaint to the Financial Ombudsman Service (FOS). The address is given below:

Financial Ombudsman Service

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 023 4 567

Web: http://www.financial-ombudsman.org.uk/