Complaints Procedure

read all about our complaints procedure

Complaints Information for our Customers

Complaints Officer Contact Details

  • Name: Rajesh Shah
  • Telephone: 01782 861100
  • Address: Swift House, Liverpool Road, Newcastle, Staffordshire ST5 9JJ
  • E-mail: rajesh.shah@dkmotorcycles.co.uk

How D K Motorcycles Limited handles complaints

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

On receipt of a complaint we will:

  • Acknowledge the complaint promptly
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Discuss with you our findings and proposed response

Adviser, Provider or Quality of Goods

Clients often express dissatisfaction to their adviser about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to the advice given, the advisers service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.


Investigation

The Complaints Officer will establish the nature and scope of your complaint:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress



Final response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.



Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.


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