Complaint Procedure

1. Purpose: This procedure provides a clear and transparent process for addressing complaints from Belle Vue Honda Motorcycles customers. Our goal is to resolve issues promptly, fairly, and professionally to maintain trust and improve our services.

2. Scope: This procedure applies only to complaints from customers of Belle Vue Honda Motorcycles that are related to the products, services, and operations of Belle Vue Honda Motorcycles.

3. Definitions

• Complaint: An expression of dissatisfaction made to Belle Vue Honda Motorcycles related to its products or services where a response or resolution is explicitly or implicitly expected.
• Complainant: The individual or organization lodging the complaint.

4. How to Lodge a Complaint: Complaints must be submitted through the following channels:

• Email: Send a detailed description of the issue to admin@bellevuemotors.com
• Phone: Contact the department manager at 01702 464945.
• In Person: Visit us during business hours.
• Post: Send a letter with a detailed description of the issue to our business address.

5. Information Required: When submitting a complaint, please provide the following details:

• Your name and contact information.
• A detailed description of the issue, including relevant dates and times.
• Any supporting documents or evidence (e.g., receipts, photos, correspondence).

6. Acknowledgment of Complaints: We will acknowledge receipt of your complaint within 15 working days through your preferred method of contact.

7. Investigation and Resolution

• Initial Review: Upon receipt, the complaint will be reviewed to determine its nature and scope.
• Investigation: Relevant personnel will investigate the issue thoroughly. This may involve gathering information from the complainant, employees, or other stakeholders.
• Resolution: We aim to resolve complaints as quickly as possible. If more time is required, we will notify you and provide regular updates on the progress.

8. Communication of Outcome: Once the investigation is complete, we will communicate the outcome to the complainant, explaining the resolution and any actions taken.

9. Escalation Process: If you are unsatisfied with the resolution, you may escalate your complaint to:

• Business Owners: Send a letter with a detailed description of the issue addressed to The Directors.
• External Body: If the issue remains unresolved, you may refer it to the relevant Ombudsman, Industry Regulator, or Legal Entity.

10. Record Keeping: All complaints and resolutions will be documented and retained for one year in compliance with our data protection and privacy policies.

11. FCA-Regulated Complaints (Credit Broking and Insurance Products): A complaint related to FCA-regulated products (such as credit broking or insurance products) will be considered a Regulated Complaint if it involves any dissatisfaction, whether justified or not, regarding the provision of, or failure to provide, a financial service. This may include complaints about financial loss, material distress, or material inconvenience experienced by the complainant.

What we do when we receive an FCA-regulated complaint:

• Acknowledgment: We will acknowledge receipt of your complaint within 15 business days. This will include an explanation of how your complaint will be handled.
• Investigation: We will thoroughly investigate the complaint, taking into account all relevant information provided. We aim to resolve complaints within 8 weeks of receiving them.
• Resolution: If the complaint is upheld, we will offer an appropriate resolution, which may include compensation or another remedy.
• Final Response: If a resolution cannot be reached within 8 weeks, or if the complainant is not satisfied with the outcome, we will issue a Final Response. You will also be informed of your right to refer the complaint to the Financial Ombudsman Service (FOS) for an independent review. 

12. Continuous Improvement: Feedback from complaints will be reviewed periodically to identify trends and areas for improvement. This helps us enhance our services and prevent recurring issues.

13. Confidentiality: All complaints will be handled confidentially in accordance with our privacy policy. Information will only be shared on a need-to-know basis to resolve the issue.

14. Contact Us: If you have any questions about this procedure, please contact us at:

Belle Vue Honda Motorcycles
admin@bellevuemotors.com
01702 464945
460 Southchurch Road, Southend-on-Sea, Essex, SS1 2QA