We wish to provide the best service that we can. In the event, we do not meet your expectations we have a customer complaints procedure. This aims to ensure that any concerns that you bring to our attention are dealt with in a reasonable, fair, and transparent manner.
It will help us deal with your complaint more effectively if the complaint is lodged directly with us and not via another medium.
A formal complaint can be submitted by:
By email: firstname.lastname@example.org
By telephone: 01482 355535
In writing: FAO COMPLAINTS, 5-WAYS, WALTON HOUSE , WALTON STREET, HULL, HU36JB
Please include full details of your complaint.
When you submit your complaint, please let us know how you would like us to respond (by email, post or by telephone).
Customer complaints will be investigated by the store Manager who will endeavour to remedy the complaint or issue an apology where necessary.
Complaints may be submitted via letter, email, or telephone and should be made within 7 working days of the complaint arising.
An acknowledgement letter, confirming receipt of the complaint, will normally be issued within 7 working days and will explain the investigation that needs to take place.
We will review all documents in relation to the matter and issue a decision within 4 weeks of receipt of the complaint. If this is not possible, a reply will be sent setting out the reasons for the delay in responding. Where a Customer Complaint relates to a member of staff, we will investigate and act accordingly. If a mistake has been made an apology and explanation will be offered and every effort will be made to rectify the situation.
Where a complaint highlights that our processes or procedures are inadequate, every effort will be made to remedy the situation as quickly as possible.
If you are not satisfied with the response of the manager you may lodge an appeal to our Managing Director. If you are unhappy with our response we recommend contacting the RMI who will be able to help conciliate this matter.
Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Fiveways Motorcycle Centre Ltd is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Fiveways Motorcycle Centre Ltd to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.
We can introduce you to a selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. An introduction to a lender does not amount to independent financial advice and we act as their agent for this introduction. Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next best offer of finance for you. Our aim is to secure the best deal you are eligible for from our panel of lenders. Lenders may pay a fixed commission to us for introducing you to them, calculated by reference to the vehicle model or amount you borrow. Different lenders may pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement, all of which are set by the lender concerned. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.