We wish to provide the best service that we can. In the event we do not meet your expectations we have a customer complaints procedure. This aims to ensure that any concerns you bring to our attention are dealt with in a reasonable, fair, and transparent manner.

 

It will help us deal with your complaint more effectively if the complaint is lodged directly with us and not via another medium.
A formal complaint can be submitted by:

 

By email:                        info@5-ways.co.uk
By telephone:                 01482 355535
In writing:                       FAO COMPLAINTS, 5-WAYS MOTORCYCLES, WALTON HOUSE, WALTON STREET, HULL, HU3 6JB

 

Please include full details of your complaint.

 

When you submit your complaint, please let us know how you would like us to respond (by email, post or by telephone).
Customer complaints will be investigated by the Store Manager who will endeavour to remedy the complaint or issue an apology where necessary.

 

Complaints Procedure

 

Complaints may be submitted via letter, email, or telephone and should be made within 7 working days of the complaint arising.
An acknowledgement letter, confirming receipt of the complaint, will normally be issued within 7 working days and will explain the investigation that needs to take place.
We will review all documents in relation to the matter and issue a decision within 4 weeks of receipt of the complaint. If this is not possible, a reply will be sent setting out the reasons for the delay in responding. Where a Customer Complaint relates to a member of staff, we will investigate and act accordingly. If a mistake has been made, an apology and explanation
will be offered and every effort will be made to rectify the situation.

 

Where a complaint highlights that our processes or procedures are inadequate, every effort will be made to remedy the situation as quickly as possible.
If you are not satisfied with the response of the Manager you may lodge an appeal to our Managing Director. If you are unhappy with our response we recommend contacting the RMI who will be able to help conciliate this matter.

 

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk

 

Complaints about Discretionary Car Finance Commission Arrangements (DCAs)
On 11 January 2024, the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission (DCA) arrangements across the motor industry.

 

As part of the review, the FCA has paused the 8-week deadline for firms to provide a final response to relevant customer complaints.
The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement in place between the lender and the intermediary or broker (car dealer).

 

This pause was originally scheduled to end on the 25 September 2024; however, it has now been extended until the 04 December 2025.
The purpose of the pause is to ensure that complaints are dealt with fairly and the outcome of the FCA’s review will decide what action needs to be taken on relevant complaints, such as customer compensation.

 

 A relevant customer complaint must meet the following tests:
  1. It must be about a regulated credit agreement taken out between 6 April 2007 and 28 January 2021.
  2. It must have financed the purchase of a vehicle (including Hire Purchase Agreements, such as Personal Contract Purchases).
  3. There must have been a DCA in place between the lender and the intermediary or broker (the car dealer); and
  4. The complaint must have been received between 17 November 2023 and 04 December 2025 inclusive.

 

Complaints Process

 

You can refer your complaint to us as normal. During the period while the FCA review is ongoing, there will be a few changes to the usual complaints handling process and your complaint will be subject to longer than usual complaints handling timescales. This is due to the pause which the FCA introduced with immediate effect from 11 January 2024.
Please note:
  • If you have a relevant DCA complaint, you will not receive a final response from us within the usual 8-week deadline. This is because the FCA has extended the deadline, and, as a result, most relevant customer complaints will not receive a final response until 04 December 2025 at the earliest.
  • If you currently have a DCA complaint in progress with us, the 8-week deadline has been paused and will resume on 04 December 2025.
  • If we sent you a final response to your complaint between 12 July 2023 and 25 September 2024 inclusive, or if we send you a final response to your DCA complaint between 26 September 2024 and 29 April 2025, and you remain unhappy, you will have longer to take your complaint to the Financial Ombudsman Service (FOS). Usually, you have six (6) months from the date of our final response to refer your complaint to the FOS, however you now have up to fifteen (15) months from the date of our final response or 29 July 2026, whichever is the later, to refer your complaint to the FOS. If we send you a final response to your DCA complaint between 30 April 2025 and 29 January 2026, you will have fifteen (15) months from the date of our final response to refer your complaint to the FOS.
  • If your complaint does not relate to a discretionary commission arrangement (DCA), the revised complaints handling timescales do not apply and the standard Complaints Procedure will be followed.
  • For full details of the temporary complaints handling timescales and how the rules affect you, please visit the FCA’s dedicated webpage for consumers at https://www.fca.org.uk/consumers/car-finance-complaints

 

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

You can notify us of your complaint through the following channels.:

By Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
By Phone: 01452 671560

 

If you are not sure if you have a discretionary commission arrangement (DCA) complaint, you can ask us to check. We will aim to find out and respond to your enquiry as soon as
possible.

 

Upon receipt of your complaint, we will carry out a detailed review and we will acknowledge receipt of your complaint within five (5) working days.
We will keep you updated, as appropriate, while the FCA carries out its review and during the period the pause for responding to customer complaints about discretionary arrangements (DCAs) is in place.
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Fiveways Motorcycle Centre LTD  is 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 Fiveways Motorcycle Centre LTD 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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