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
Telephone: 0330 057 7812
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