21st Moto Complaints Procedure
At 21st Moto, we strive to deliver a professional and high-quality service to all our customers. We appreciate that on occasion things may go wrong, so if you feel dissatisfied with the service you were expecting from 21st Moto, we have in place the following Complaints Policy.
When dealing with complaints, 21st Moto will treat your complaint fairly and impartially. We promise that making a complaint will have no implications on your future dealings with us. We will investigate your complaint thoroughly, explain what happened and put it right wherever possible. We value your feedback and this will help us change the way that we do things to avoid a repeat in the future.
Our Complaints Procedure
Contacting us
If you are dissatisfied with any aspect of our service, please express this in the first instance to the member of staff that you are currently dealing with who will try to help or if you prefer, you are also welcome to speak with a member of our Management Team who will also aim to help so we can resolve any difficulties as quickly and efficiently as possible. Alternatively, you can contact us via the following methods:
- Telephone: call and speak to Rob Francis on 01322 666565
- Email: admin@21stmoto.co.uk
- Post: Rob Francis, 21st Moto, Whiteoak Garage, London Road, Swanley, Kent, BR8 7AQ
Please provide us with as much information about your complaint including:
- Relevant dates, times and members of staff involved
- Copies of documentation such as invoices, receipts and emails
Acknowledgement of your complaint
Once we receive your complaint you will then receive an initial acknowledgement within 72 hours.
Investigation
Our Senior Management Team will thoroughly investigate your issue, this will involve speaking with all relevant staff members and reviewing relevant documentation.
Response
Once we have completed our investigation we will provide you with a detailed response. We aim to respond to you within 10 working days of receipt of your phone call, letter or email.
Escalation of your complaint
If our suggested solution is not satisfactory, you can then contact:
- For Honda Motorcycle Issues - Honda Customer Relations Cain Road, Bracknell, Berkshire, RG12 1HL
- For Financial Services - Financial Ombudsman Service, Exchange Tower, London, E14 9SR
21st Moto Ltd is a trading style of 21st Moto Ltd (FCA no. 654813) who is acting as a credit broker and not a lender.
Please note that whilst we endeavour to ensure that our prices and information are 100% accurate, we reserve the right to amend the quoted details if they are incorrect.
✝Please note that there is an additional £99.00 preparation fee payable on the purchase of all new and used motorcycles.
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