Complaints Policy

We take all complaints seriously.
If a customer contacts our Customer Services team their concern will be logged on the central. An initial response will normally be made to the customer within 48 hours after the time that the concern is logged onto the system. This may take longer when the circumstances are complicated or the individuals involved are temporarily out of the business.

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You initial complaint can be made 

by email to rob@motorcyclestarsgroup.co.uk  

In writing to Motorcycle Stars Ltd, Unit 11 Siberia Mill, Holgate Street, Burnley, BB10 2HQ

By Telephone 01282504070 asking to speak to Robert Davidson or Michael Howarth

In person at Motorcycle Stars Ltd, Unit 11 Siberia Mill, Holgate Street, Burnley, BB10 2HQ

 

Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail.

The responsible manager or director will contact you to attempt to resolve the concern and will update our system accordingly.

If the concern has not been resolved within 14 days it will be automatically escalated so that the operational director in charge of the dealership's division is notified. When a concern is believed to have been resolved by the responsible manager or director, they will submit the concern for closure via the central system.

You may raise or discuss your concern with our central Customer Services team at any stage.

Process for general complaints

After the process above, if we are unable to resolve your complaint to your satisfaction, then we will provide details of certified Alternative Dispute Resolution providers that you may contact.