Customer concerns

Raise a concern or complaint

We’re trying hard to get it right, all of the time.

History tells us that sometimes things go in an odd direction, sometimes wires get crossed, communication fails or we simply get it wrong. Regardless, we promise that if we’ve got a customer with a complaint, we want to understand it fully and where we can, we want to put it right first time, and quickly.

We don’t have a complicated complaints procedure.  Simply fill in this form, and the email goes straight to Craig Smith, Director, who’ll pick it up with the team straight away.

We’re a good bunch, so it’s nearly always a misunderstanding and most concerns are handled the same day, or within a few days if it’s a weekend.

Sometimes in can be longer if a person involved is on holiday, or if we need more information from a supplier. Regardless, Craig or a department head will give you their direct details so you can feel connected to the issue until it’s resolved.  Ultimately, whilst most are handled within a couple of days or less, we wouldn’t expect complaints to take longer than 21 days to resolve unless there are extraordinary circumstances.

If your complains is regarding a regulated finance product, in which we have acted as a broker, then you can read more about raising a complaint or understanding more about our processes here: https://www.newcastlemotorcycles.co.uk/new-and-used-motorcycle-finance-information/

With that, sorry if you feel like we’ve let you down.  Let’s put it right.