We always hope that the levels of service provided by Bahnstormer Motorrad Limited meet with your expectations but if there’s something you’re unhappy with then please contact us, so that we can look to put matters right. Please either come in, call us or email in the first instance and we’ll try and help you there and then. We may ask you to put your concerns in writing to ensure we have a record should there be any requirement to escalate the issue.
Contact us using one of these options:
01420 587 007
Escalating your complaint:
If after contacting us you feel we haven’t resolved your complaint satisfactorily, please email or write to the Managing Director, who will allocate the complaint to the correct Departmental Manager to resolve for you.
Depending on the nature of the complaint and associated complexity, we aim to resolve most complaints within 72 hours. However, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.
You may find the answer to your complaint in the Terms & Conditions detailed on the Order or Invoice you have received, please also check these for guidance.
If your complaint relates to Financial Services we are required to adhere to a strict Code of Conduct and the timeline for resolving complaints is detailed in the FCA Regulations, these can be found on http://www.fca.org.uk.
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also 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. Further details and contact methods can be found on www.financial-ombudsman.org.uk/consumer/complaints.html
Bahnstormer Motorrad Limited subscribes to Motor Ombudsman, if a dispute cannot be settled, we refer you to Motor Ombudsman a CTSI certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.themotorombudsman.org/ alternatively you can contact their Advice Line on 0345 241 3008.