Blade Motorcycles Complaints procedure

Providing an excellent customer service is important to Blade Motor Cycles Limited, along with the complete satisfaction of our customers. It is never our intention to cause inconvenience to you, but occasionally, something goes wrong. We will always do our utmost to resolve a complaint to your satisfaction and will endeavour to address your complaint in a fair, consistent and prompt manner.
What we need from you in the event of you raising a complaint:

Vehicle details - Registration Number, Make & Model
Dealership details – site address and date of purchase/interaction
Complaint – a clear written statement of what your complaint is about and the expectation or resolution you require.
For Finance and Insurance complaints, please email: complaints@ha-limited.co.uk
For Data Protection complaints please email: dataprotection@ha-limited.co.uk
We would encourage you to contact the Manager of the department you have a complaint about (see Meet the Team pages for contact details).
Should that not provide a satisfactory resolution please contact the relevant site’s Head of Business (see Meet the Team pages for contact details)
For any other matters, including more general issues, then again contact the relevant site’s Head of Business (see Meet the Team pages for contact details)

What happens next?
We will endeavour to acknowledge your written complaint in 5 working days.
We will investigate and provide a written response within 4 weeks.  
If the investigation is likely to be longer, we commit to keeping you informed and explaining the reason for the delay.
Final response:
We will always aim to resolve your complaint at the earliest opportunity. We are required to respond to all complaints with our final outcome within 8 weeks, or explain why and how much further time is required.
The final outcome letter will include:

Our decision and reason as to whether the complaint has been upheld or rejected.
Details of any redress/remedial action being (or that has been) taken.
Your right to refer to the relevant Ombudsman if you remain unsatisfied with the outcome, along with their contact details.

If we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.
 
If you have a complaint about a Discretionary Bike Finance Commission Arrangement (DCA):
Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
Telephone: 01452671560
E-mail: complaints@automotive-compliance.co.uk
Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk
Contact details you may need:
If your complaint is mechanically related to the vehicle then you have the right to refer to The Motor Ombudsman (TMO) Service.
Web: www.themotorombudsman.org
Phone: 0345 241 3008
In writing: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.
For further help and advice related Data Protection complaints, contact The Information Commissioner’s Office (ICO).
For a Data Protection issue, you have the right to lodge a complaint with a Data Protection Regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office, the data protection regulator in the UK, are below:
Phone: 0303 123 1113
Email: casework@ico.org.uk
In writing: Information Commissioners Office, Wycliffe House, Waters Lane, Wilmslow, Cheshire, SK9 5AF.
 

Updated Sept 24

Blade Motorcycles Complaints procedure

Providing an excellent customer service is important to Blade Motor Cycles, along with the complete satisfaction of our customers. It is never our intention to cause inconvenience to you, but occasionally, something goes wrong. We will always do our utmost to resolve a complaint to your satisfaction and will endeavour to address your complaint in a fair, consistent and prompt manner.

What we need from you in the event of you raising a complaint:

• Vehicle details - Registration Number, Make & Model
• Dealership details – site address and date of purchase/interaction
• Complaint – a clear written statement of what your complaint is about and the expectation or resolution you require.
• For Finance and Insurance complaints, please email: complaints@ha-limited.co.uk
• For Data Protection complaints please email: dataprotection@ha-limited.co.uk
• We would encourage you to contact the Manager of the department you have a complaint about (see Meet the Team pages for contact details).
• Should that not provide a satisfactory resolution please contact the relevant site’s Head of Business (see Meet the Team pages for contact details)
• For any other matters, including more general issues, then again contact the relevant site’s Head of Business (see Meet the Team pages for contact details)

 

What happens next?

We will endeavour to acknowledge your written complaint in 5 working days.

We will investigate and provide a written response within 4 weeks.  

If the investigation is likely to be longer, we commit to keeping you informed and explaining the reason for the delay.

Final response:

We will always aim to resolve your complaint at the earliest opportunity. We are required to respond to all complaints with our final outcome within 8 weeks, or explain why and how much further time is required.

The final outcome letter will include:

• Our decision and reason as to whether the complaint has been upheld or rejected.
• Details of any redress/remedial action being (or that has been) taken.
• Your right to refer to the relevant Ombudsman if you remain unsatisfied with the outcome, along with their contact details.

If we need longer to investigate or cannot resolve your complaint within 8 weeks, we will keep you informed of the current situation and the planned course of action.

The issuing of the Final Response Letter ends our formal complaints procedure.

Contact details you may need:

If you have a complaint about a Discretionary Bike Finance Commission Arrangement (DCA):

On 11th January 2024 the Financial Conduct Authority, (FCA) applied specific guidance to the handling of complaints for Discretionary Commission Arrangements (DCA), whereby the usual 8-week deadline to respond to complaints is “paused”.

On 24th September 2024 the Financial Conduct Authority (FCA) have extended the “pause” until after the 4th of December 2025.

If you would like to understand further information, published by the Financial Conduct Authority, you can view this here:

https://www.fca.org.uk/publications/policy-statements/ps24-11-extending-temporary-changes-handling-rules-motor-finance-complaints

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

Telephone: 01452671560

E-mail: complaints@automotive-compliance.co.uk

Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Contact details you may need:

If your complaint is mechanically related to the vehicle then you have the right to refer to The Motor Ombudsman (TMO) Service.

Web: www.themotorombudsman.org

Phone: 0345 241 3008

In writing: The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN.

For further help and advice related Data Protection complaints, contact The Information Commissioner’s Office (ICO).

For a Data Protection issue, you have the right to lodge a complaint with a Data Protection Regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office, the data protection regulator in the UK, are below:

Phone: 0303 123 1113

Email: casework@ico.org.uk

In writing: Information Commissioners Office, Wycliffe House, Waters Lane, Wilmslow, Cheshire, SK9 5AF.

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Blade Motor Cycles Limited an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Blade Motor Cycles Limited to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.

Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.

Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.

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

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