Complaints Procedure

Customer Complaints Procedure

1. How to make a Customer Complaint to Lloyd 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: 01228 516212 

Opening Hours:
Monday 8.30am - 5pm
Tuesday 8.30am - 5pm
Wednesday 8.30am - 5pm
Thursday 8.30am - 5pm
Friday 8.30am - 5pm
Saturday 8.30am - 5pm
Sunday Closed

Write to us at:
Lloyd Motorrad, Grearshill Road, Kingstown, Carlisle, CA3 0ET

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:

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:

1 Rye Hill Office Park
Birmingham Road
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