Complaints Procedure

Grafton Motorcycles Milton Keynes Complaints Procedure

At Grafton Motorcycles, we are committed to providing excellent customer service. However, we understand that sometimes things may not go as expected. If you have a complaint, we encourage you to follow our complaints procedure so that we can address your concerns effectively and efficiently.

Step 1: Contact Us

If you have an issue with a product or service, please contact us as soon as possible using one of the following methods:

Phone: 01908 282 121  

Email: sales@graftonmotorcycles.uk

In Person:

Wavendon Service Area
Newport Road
Milton Keynes
Bucks
MK17 8DB

When contacting us, please provide the following details:

• Your full name and contact details

• A description of your complaint

• Relevant order or invoice numbers (if applicable)

• Any supporting evidence (e.g., photos, receipts, or correspondence)

Step 2: Complaint Review

Once we receive your complaint, we will:

• Acknowledge receipt of your complaint within 3 working days (Please note our store is closed on Sundays)

• Investigate your complaint thoroughly.

• Aim to provide a resolution within 14 working days. If further investigation is required, i.e. we need to escalate information to Honda UK, we will keep you informed of the progress.

Step 3: Resolution

We will respond with our findings and proposed resolution, which may include:

• A repair or replacement of the product.

• A refund if applicable.

• A goodwill gesture if appropriate.

• An explanation and steps taken to prevent recurrence.

If you are satisfied with the resolution, we will consider the complaint closed. However, if you are unhappy with the outcome, you may proceed to the next step.

Step 4: Escalation

If you are not satisfied with our response, you may escalate your complaint by contacting the FCA Financial Conduct Authority (672459). We will conduct a further review and aim to provide a final response within a further 14 working days.

Step 5: External Resolution

If the matter remains unresolved, you may seek independent advice or escalate your complaint to an external body such as:

• The Motor Ombudsman (www.themotorombudsman.org)

• Trading Standards (www.citizensadvice.org.uk)

We take all complaints seriously and appreciate your feedback as it helps us improve our products and services. Thank you for giving us the opportunity to resolve your concerns.