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Our Complaints Procedure

 
Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
 
If you have a complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels.
 
In the first instance, please direct your complaint to:
Complaints by Post: Complaints Department, Wheels Motorcycles, First Drove, Fengate, Peterborough. PE1 5BJ.
Complaints by Email: complaints@wheelsmotorcycles.co.uk
 
If your complaint or dissatisfaction is in relation to Regulated Finance and/or General Insurance products, you can contact below:
ITC Compliance Ltd,
3 Monarch Court
Emersons Green
Bristol
BS16 7FH
Telephone:  0117 440 3700
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123.
Website: www.financial-ombudsman.org.uk

Alternatively you can fill in the short contact form below.
General Enquiry

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Rider Motorcycles Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.

We can introduce you to a limited number of finance providers. We do not charge a fee for our Consumer Credit services. We do not act as a financial adviser, or fiduciary. We act in our own interest, whichever lender we introduce you to, we will typically receive commission from them based on either a fixed fee or a fixed percentage of the amount you borrow. Any and all commission amounts will be fully disclosed to you as part of your sales journey. You will be required to give your fully informed consent to our receipt of this commission. By doing this, you acknowledge that you understand our role as a credit broker, and that we will receive a financial incentive if you take out a loan from a lender that we introduce you to.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over, Guarantees may be required.

VAT Registration Number: 638691889

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