Our Complaints Procedure
As a customer centric business we take all complaints seriously. Our process for dealing with complaints will differ depending on what the complaint is about, please follow our guide below before register your complaint.
1. Products regulated by the Financial Conduct Authority (FCA)
We will treat as an FCA regulated product complaint relating to credit broking or insurance product (Regulated Complaint) any oral or written or email expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
2. Goods and non-financial services
All other complaints regarding goods or non-financial services supplied by us will be treated as a general complaint.
Process for all complaints
Most complaints can be dealt with straight away but sometimes it is necessary for us to investigate the matters you have raised in more detail. Please address all complaints in the first instance to our business address by post using the address details below, or via the general enquiry at the bottom of this page.
Address for complaints by post: Complaints Department, Wheels Motorcycles, First Drove, Fengate, Peterborough. PE1 5BJ.
The department manager or director will contact you to attempt to resolve the concern within 7 working days.
If the concern has not been resolved within 14 working days it will be automatically escalated to the Managing Director. When a concern is believed to have been resolved by the responsible manager or director, they will submit the concern for closure via the Managing Director.
You may raise or discuss your concern with our Managing Director at any stage by prior appointment.
Process for general complaints
After the process above, if we are unable to resolve the complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.
Process for Regulated Complaints
In addition to the process above, our management team will also review all regulated Complaints and we have a formal process for such complaints as follows:
• Promptly following receipt of your complaint and within 7 working days.
Any regulated Complaint that has not been resolved straight away will be recorded by our management team and we will send you an email or letter to acknowledge your concerns.
If we believe that another firm or company is responsible for the matters to which your complaint relates and is therefore best placed to resolve it, we may forward your complaint to them to investigate. If we do so, we will write to you to let you know and will give you the name of the firm or company to which we are forwarding your complaint.
• Within 8 weeks from receipt
Unless covered by the second paragraph below, we will aim to have completed our investigation and provide you with our final response in relation to your complaint within eight weeks of receipt of your complaint. If we cannot provide you with our response within eight weeks, we will write to you explaining why this is the case and indicate when a response will be sent to you. You will also be advised of your right to take the matter to the Financial Ombudsman Service should you be dissatisfied with the outcome of our investigation and our final response.
Registering Complaints
Complaints by Post: Complaints Department, Wheels Motorcycles, First Drove, Fengate, Peterborough. PE1 5BJ.
Complaints by Email: complaints@wheelsmotorcycles.co.uk
Alternatively you can fill in the short contact form below.
