Complaints Procedure

​At Lind, we aim to provide our customers with high service standards. However, we understand that there may be occasions when you feel that you have cause for complaint. In such instances, we want to put things right first time and with the aid of your comments can improve our services still further. 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 investigate the problem with a view to resolving the issue.

In the first instance, we would ask you to contact our Customer Relations Team either by post or email, providing as much detail as possible to help us understand your dissatisfaction with one of our dealerships. If you wish to write to us, please send your letter to: CRM Team, Lind Group, 120 Ber Street, Norwich, NR1 3ES or email us at crm@lind.co.uk and use the subject line "Customer Complaint".

What happens next?

We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.

What if we cannot resolve your complaint?

If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the following Alternative Dispute Resolution processes:

  • Where your complaint relates to a motorcycle but does not relate to a financial service, we recommend you contact the Motorcycle Industry Association (MCIA) who operate a CTSI approved Alternative Dispute Resolution scheme which we are prepared to engage with. For details of this service you can contact the MCIA, 1 Rye Hill Office Park, Birmingham Road, Allesley, Coventry CV5 9AB; telephone 02476 408000

  • Where your complaint relates to a motor vehicle (other than a Motorcycle) but does not relate to a financial service, we recommend you contact the Motor Ombudsman who operate a CTSI approved Alternative Dispute Resolution scheme which we are prepared to engage with. For details of this service you can contact their information line on 0345 2413008 or visit www.themotorombudsman.org

  • Where your complaint relates to Financial Services, 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, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Where any dispute cannot be resolved through the appropriate ADR process, the Agreement and Contract shall be governed by and construed in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.

This does not affect your statutory rights.