THE QUICK ANSWER

You can complain by email, telephone, post, in person or through a communication channel you already use with us. You do not need to use legal wording, complete a special form or use the word “complaint”. An expression of dissatisfaction is enough.

We will try to resolve the matter quickly. Financial-services complaints that are not resolved within three business days will normally be acknowledged in writing, investigated and answered within eight weeks, unless specific Financial Conduct Authority rules require a different timetable.

01

OUR COMMITMENT

MotoEbikes Ltd is committed to handling complaints promptly, fairly, consistently and with proper regard for each customer’s circumstances. We treat complaints as an opportunity to put matters right and improve our products, communications and service.

We will not charge you for making a complaint. Raising a complaint will not affect how you are treated as a customer. We will consider complaints whether or not they ultimately meet the technical definition of an eligible complaint under financial-services rules.

02

HOW TO COMPLAIN

The fastest way to raise a complaint is by email or telephone:

You may also complain through SMS, WhatsApp, social media, video call or another channel through which you are already communicating with us. A representative may complain for you, although we may need evidence that you have authorised them to act.

For general contact details and opening hours, visit our contact page.

03

WHAT TO INCLUDE

Tell us what happened and what you would like us to do. Providing the following can help us investigate more quickly:

• your name and preferred contact details;
• an order, invoice, registration, finance or workshop reference, where relevant;
• the motorcycle, product or service concerned;
• the date the issue occurred and the people involved;
• a clear description of what went wrong;
• copies of relevant correspondence, photographs, videos or documents; and
• the outcome you are seeking.

04

WHAT HAPPENS NEXT

Where we cannot issue a final response within the applicable deadline, we will explain why, tell you when we expect to respond and explain any right you have to refer the matter to an independent body.

05

HOW WE INVESTIGATE

We will review the relevant facts and evidence. Depending on the complaint, this may include order and finance records, correspondence, call notes, workshop and diagnostic records, vehicle information, CCTV, photographs, online reviews, staff accounts, manufacturer or distributor information and material held by a lender or other business.

We will consider what happened, whether you received clear information and appropriate support, whether the product or service met your needs and whether any action is required to correct harm or prevent the issue happening again. We will take account of relevant law, regulatory rules and guidance.

06

POSSIBLE OUTCOMES

Our written response will explain what we investigated, our findings and the reasons for our decision. We may:

• uphold the complaint in full;
• uphold part of the complaint;
• offer remedial action or redress without formally upholding every part; or
• reject the complaint and clearly explain why.

Where appropriate, action may include an apology, correcting information, repeating or completing work, arranging a repair, changing a process, providing further support, refunding a charge or offering another fair remedy. Any remedy will depend on the facts and your legal and contractual rights.

07

FINANCE COMPLAINTS

MotoEbikes Ltd acts as a credit broker, not a lender. A complaint may concern our introduction or explanation of finance, the finance product, the lender, a credit decision, commission or another firm in the finance chain.

We will investigate the parts for which MotoEbikes is responsible. Where a lender, The Compliance Guys Ltd or another regulated firm is responsible for all or part of the matter, we may need to work with that firm or refer the relevant part of the complaint to it. We will explain what is happening and handle personal information in accordance with our Privacy Policy.

More information about how MotoEbikes introduces customers to finance is available on our electric motorbike finance page.

08

MOTOR FINANCE COMMISSION COMPLAINTS

Separate FCA rules and a motor finance redress process may apply to complaints about discretionary or non-discretionary commission arrangements. These rules have changed over time and may affect which business responds, the information required and the usual complaint timetable.

Where your complaint falls within these rules, we will acknowledge it, explain the process that applies and tell you the relevant timetable and next steps. We will apply the FCA requirements in force when your complaint is handled rather than relying on an expired date or an earlier version of the rules.

Current public information is available from the Financial Conduct Authority’s motor finance complaints guidance.

09

COMPLAINTS INVOLVING ANOTHER FIRM

If another regulated business is entirely or partly responsible, we may refer the relevant part of the complaint to it. Where consent is required, we will ask for it before transferring the complaint or related personal information.

We will tell you which part has been referred, provide available contact details for the other business and continue dealing with any part that remains our responsibility.

10

DATA-PROTECTION COMPLAINTS

You may use this procedure to complain about how MotoEbikes collects, uses, shares, stores, secures or deletes your personal information.

We will acknowledge a data-protection complaint within 30 days of receiving it. Without undue delay, we will make appropriate enquiries, keep you informed and tell you the outcome. Where the complaint also concerns finance or another regulated service, the relevant financial-services complaint rules may apply alongside these requirements.

If you remain unhappy after giving us the opportunity to investigate, you may ask the Information Commissioner’s Office to consider the matter.

11

FINANCIAL OMBUDSMAN SERVICE

If you are an eligible complainant and remain dissatisfied with our final response to a financial-services complaint, you may be able to refer it to the Financial Ombudsman Service free of charge.

For most complaints, the referral must be made within six months of the date of the final response. Different deadlines may apply to certain motor finance complaints. Our final response will state whether the Financial Ombudsman Service may consider the matter and the deadline that applies.

12

ACCESSIBILITY AND SUPPORT

Tell us if you need information in a different format, need more time, prefer a particular communication method or require reasonable adjustments. We will take account of vulnerability, disability, financial difficulty, health, language, digital access and other circumstances that may affect how you communicate with us or understand the process.

You may ask a trusted person or professional representative to support you. We may request appropriate authority before discussing confidential information with them.

13

RECORDS AND IMPROVEMENTS

We maintain a complaints register and normally retain complaint records for six years after closure. Records may be kept longer where required by law, regulation, an active investigation, a legal claim or a regulatory scheme.

We review complaint themes, root causes, outcomes, referrals and redress to identify recurring or systemic problems. Where appropriate, we may change training, communications, products, procedures, controls or customer support, and consider whether customers who have not complained may also have been affected.

14

COMPANY AND REGULATORY INFORMATION

MotoEbikes Ltd

Company number: 12907454

Registered office: Unit H, Perram Works, Merrow Lane, Guildford, Surrey GU4 7BN

MotoEbikes Ltd is an Appointed Representative of The Compliance Guys Ltd, which is authorised and regulated by the Financial Conduct Authority.

MotoEbikes Ltd FRN: 993791

The Compliance Guys Ltd FRN: 941360

MotoEbikes Ltd acts as a credit broker, not a lender.

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