SuperBike Factory Complaints Policy
OUR COMMITMENT TO YOU
If you’ve got a question, need support, or something hasn’t gone to plan, we’ll do what we can to help and put things right fairly.
QUICK HELP
You might find what you need in our FAQs:
superbikefactory.co.uk/faqs
WAYS TO CONTACT US
You can contact us by phone, email, letter or in person:
SuperBike Factory Ltd
Snape Road, Macclesfield, SK10 2NZ
Tel: 0330 057 7812
Email: sales@superbikefactory.co.uk
Opening hours
Monday – Friday: 9am – 6pm
Saturday: 9am – 5pm
Sunday: 11am – 5pm
IF YOU WANT TO MAKE A COMPLAINT
1. Standard complaints
- We’ll acknowledge your complaint within 5 working days.
- We’ll investigate and aim to resolve things as quickly as possible.
- We’ll provide a final response within 8 weeks, in line with the FCA’s DISP rules.
- We’ll keep you updated along the way.
2. Motor-finance commission complaints (DCA & non-DCA)
The FCA has extended the timeframe for firms to issue final responses to complaints relating to motor-finance commission, including Discretionary Commission Arrangements (DCA).
This extended period runs until 31 May 2026. You can find more information on the FCA updates page:
www.fca.org.uk/car-finance-complaints.
| What we will do | When |
|---|---|
| Acknowledge your complaint and explain the extended timeframe | Within 5 working days |
| Refer you to the FCA updates page | At acknowledgement |
| Gather and review evidence | Throughout |
| Update you on progress | At least every 60 days |
| Provide a final response | By 31 May 2026, or earlier if possible |
After 31 May 2026, new motor-finance commission complaints will be handled under the standard 8-week DISP timetable.
IF WE CAN’T REACH A RESOLUTION
If you’re still unhappy once you have our final response, or if we haven’t issued one within the applicable deadline, you can ask the Financial Ombudsman Service (FOS) to independently review your complaint:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Tel: 0800 023 4567
Web:
www.financial-ombudsman.org.uk
FOS referral rights
For final responses issued on or after 29 January 2026, the standard six-month referral period applies.
NEED MORE HELP?
Call 0330 057 7812 or email sales@superbikefactory.co.uk and we’ll help you from there.
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