SUPERBIKE FACTORY COMPLAINTS POLICY

OUR COMMITMENT TO YOU

Our customers are very important to us, and because of that, SuperBike Factory Limited always strives to provide you with the highest level of service and customer care.

However, sometimes things go wrong and we may fall short of our usual high standards.

WHAT TO DO IF YOU HAVE A COMPLAINT

Should you need to make a complaint, you can do so by contacting us by telephone, email, letter, or in-person to:

SuperBike Factory Limited
Snape Road
Macclesfield
SK10 2NZ

Telephone: 0330 057 7812

Email: talktous@superbikefactory.co.uk

HOW WE WILL HANDLE YOUR COMPLAINT

Whether your complaint is made in writing or verbally, it will be referred to the Customer Service Team where one of our Customer Service Team Members will respond to your complaint.

If your complaint is deemed to be regulated (falls within the jurisdiction of the Financial Ombudsman Service), then the timescales we work to are:

• Acknowledge your complaint as soon as possible, within a maximum of 5 days.
• Independently investigate your complaint as soon as possible, within a maximum of 8 weeks.
• Provide a final response letter as soon as possible, within a maximum of 8 weeks.

IF WE CANNOT REACH A RESOLUTION

If you are dissatisfied with the outcome of your complaint and your complaint falls within the jurisdiction of the Financial Ombudsman Service (FOS), you can refer your complaint to them at:

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/