Complaints Policy

Sycamore Motorcycles views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or individual that has made the complaint.

Our Policy is:

• To provide a fair complaints procedure which is clear and easy for use for anyone wishing to make a complaints.

• To publicise the existence of our complaints so that people know how to contact us to make a complaint.

• To make sure everyone at Sycamore Motorcycles knows what to do if a complaint is received.

• To make sure all complaints are investigated fairly and in a timely way.

• To make sure that all complaints are, wherever possible, resolved and that relationships are repaired.

• To gather information which helps us to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Sycamore Motorcycles.

Where Complaints Come From

Complaints may come from any person of organisation who has a legitimate interest in Sycamore Motorcycles.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the management within Sycamore Motorcycles.

This policy is reviewed regularly and updated as required.  Last reviewed March 2026.

COMPLAINTS PROCEDURE OF SYCAMORE MOTORCYCLES

How to make a complaint

Complaints can be made and received in a variety of ways; by phone, email or letter.  Please include your name and contact details, vehicle registration/make/model (if applicable), Nature of complaint, Names of individuals you have been dealing with at Sycamore Motorcycles, dates and times, copies of any documentation you feel is applicable.

Who do i submit my complaint to?

Please click on the following link:

Sycamore Motorcycles Uppingham

Sycamore Motorcycles Wolverhampton

Sycamore Motorcycles Peterborough

Sycamore Motorcycles Witham

What to do if you remain dissatisfied?

If your complaint remains unresolved, you can escalate it to the branch General Manager. If you are unsure of the name of the general manager of the branch you have been dealing with, you can find out at our location pages Meet the team list.

REGULATED PRODUCT COMPLAINTS

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:

Please click on the following link:

Sycamore Motorcycles Uppingham

Sycamore Motorcycles Wolverhampton

Sycamore Motorcycles Peterborough

Sycamore Motorcycles Witham

If your complaint or dissatisfaction is in relation to a regulated Finance or General Insurance product, you can contact below:

ITC Compliance Ltd,

3 Monarch Court,

Emersons Green,

Bristol,

BS16 7FH

Telephone:  0117 440 3700

Email: complaints@itccompliance.co.uk

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