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Complaints Procedure

Customer Complaints Procedure

On this page you will find information about:

  1. How to make a Customer Complaint to Bahnstormer Alton Motorrad.
  2. How to complain about the sale of your BMW Motorrad Protect Insurance Policy.

 

1. How to make a Customer Complaint to Bahnstormer Alton Motorrad.
We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help, please call us on: 01420 587 007

Opening Hours:
Monday 09.00 - 18.00
Tuesday 09.00 - 18.00
Wednesday 09.00 - 18.00
Thursday 09.00 - 18.00
Friday 09.00 - 18.00
Saturday 09.00 - 17.00
Sunday Closed

Write to us at:
Bahnstormer Alton, Gosport Road, Lower Farringdon, Alton, GU34 3DJ

STEP 1 – MAKE CONTACT
In the first instance please contact the Service Manager or Head of Business. Our contact details are set out above.
To help us to investigate and resolve your complaint, please provide us with the following information:

Your name, address and bike registration number together with details of how we can contact you; a clear description of your complaint; details of what you would like us to do to rectify the situation; and, if appropriate, copies of any relevant supporting documentation.

Our commitment to you
We will do our best to resolve your complaint by the end of the third business day following receipt if possible. If this is not possible we will, within 5 business days, write to you to confirm receipt of your complaint and tell you who is handling your complaint and how to contact them.
We will endeavour to resolve your complaint as quickly as possible and keep you informed of the progress and look to supply you with a final response within 8 weeks of receiving the complaint.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision. If you are dissatisfied with our response, or we have not provided our final response within 8 weeks of receiving the complaint, you can refer the matter to one of the following as applicable:

STEP 2 – WHAT IF I REMAIN UNHAPPY WITH YOUR RESPONSE?
BMW Motorrad Customer Service
If your complaint was about your BMW Motorrad bike or our service and you are not happy with our response, please contact BMW Motorrad Customer Service below.
BMW Motorrad Customer Service, BMW (UK) Ltd, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB
Telephone 0370 5050 160 Mon – Fri 9am – 6pm or Email: customer.service@bmw.co.uk

Financial Ombudsman Service
We are a finance broker, not a lender. If your complaint is about the way in which we presented a finance agreement to you (but not about the finance agreement itself) then you may be able to refer your complaint to the Financial Ombudsman Service, but only after you have given us the opportunity to resolve your complaint. We will let you know when and how to contact the Financial Ombudsman Service when we send you our response.
You can visit their website at: www.financial-ombudsman.org.uk

Motorcycle Industry Association (MCIA)
The MCIA is the trade body for motorcycle manufacturers and importers and companies wholesaling associated products and services. The Code also provides an independent escalation process, through an impartial Chartered Trading Standards Institute (CTSI) approved Alternative Dispute Resolution (ADR) provider, in the unlikely event that a problem occurs and you remain dissatisfied with the outcome of your complaint. The MCIA’s details are:

MCIA
1 Rye Hill Office Park
Birmingham Road
Allesley
Coventry CV5 9AB
Telephone: 024 76 408 000
Website: www.buybikeswithconfidence.co.uk

The European Commission’s Online Dispute Resolution Service
European legislation guarantees consumers:
• fair treatment;
• products which meet acceptable standards;
• a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to: http://ec.europa.eu/consumers/odr/ or use the link below.

If your complaint is about a finance agreement or a bike on finance
If your complaint is regarding a finance agreement, or the bike funded under a finance agreement, please contact the finance company shown on the front of your agreement.
If the finance company does not resolve your complaint within 8 weeks, or if you are dissatisfied with their response, you may have the right to refer the complaint to the Financial Ombudsman Service. The finance company will give you the Ombudsman’s contact details in their final response to your complaint.
If the finance company is BMW Financial Services, please contact BMW Financial Services Customer Escalations at :

BMW Financial Services Customer Escalations, BMW Financial Services (GB) Ltd, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB

Telephone 0370 5050 150 Mon – Fri 9am – 5.15pm or Email: customer.services@bmwfs.co.uk

 

2. How to complain about the sale of your BMW Motorrad Protect Insurance Policy.
If you would like to make a complaint in relation to the sale of your BMW Protect Insurance Policy, please contact:

STEP 1
Contact BMW Financial Services (GB) Ltd on:

Telephone: 0370 5050 150
Opening hours: Monday – Friday 8am – 7pm and 9am – 5pm Saturday

Email: customer.service@mini.co.uk
We aim to respond within 48 hours.

Write to:
Customer Services Department
BMW Financial Services (GB) Limited
Summit ONE,
Summit Avenue
Farnborough
Hampshire GU14 0FB

What you will need to provide.
To help BMW Financial Services (GB) Ltd investigate and try to resolve your complaint, please provide the following information:

your name and address;
your policy number, if you have one;
details of how we can be contacted;
a clear description of your complaint;
details of what you would like done to rectify the situation; and
if appropriate, copies of any relevant supporting documentation.

BMW Financial Services (GB) Ltd procedures.
The aim is to resolve your complaint quickly, and we will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or: within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them, keep you updated on the progress of your complaint, and within 8 weeks of receiving your complaint, BMW Financial Services (GB) Ltd will either:
- write to you with a final response and the reasons for providing this response, or
- explain why BMW Financial Services (GB) Ltd are not in a position to give you a final response and let you know when we expect to be able to provide it, and
- in each case provide you with the contact details for the Financial Ombudsman Service.

STEP 2
If you are still not happy.
If you are dissatisfied with either the final response, or the reasons for any delay in providing the final response within eight weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

Contact The Financial Ombudsman Service on:

Telephone: 0300 123 9 123
Opening hours: Monday – Friday (excluding back holidays) 8am – 8pm and 9am – 1pm Saturday Calls are charged at the local rate, plus your telephone company’s access charge.

Email: complaint.info@financial-ombudsman.org.uk

Write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively, visit The Financial Ombusman website: http://www.financial-ombudsman.org.uk/

If you would like to complain about the policy terms and conditions or the claims process please contact the insurer. Details can be found in your Protect product insurance policy.