GT Motorcycles (2012) Ltd is authorised and regulated by the Financial Conduct Authority for consumer credit (FRN 671095). We take all complaints seriously.
If you contact our dealership directly — by letter, email or telephone — or through a third party, your concern is logged on our central system. We will normally make an initial response within 48 hours of your concern being logged. This may take longer where the circumstances are complicated, or where the individuals involved are temporarily out of the business.
How we deal with your complaint depends on what it is about.
1. Products regulated by the Financial Conduct Authority
We treat as a regulated complaint any oral, written or email expression of dissatisfaction — whether justified or not — from or on behalf of a person, about the provision of, or failure to provide, a financial service relating to credit broking or an insurance product, where it is alleged that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience. This includes complaints made directly to our dealership.
2. Goods and non-financial services
All other complaints about goods or non-financial services supplied by us are treated as a general complaint.
3. How we handle your complaint
Many concerns can be dealt with straight away, but sometimes we need to look into the matters you have raised in more detail. Whether you contacted the dealership or the department you have been dealing with directly, in most cases that department remains responsible for attempting to resolve your concern.
The responsible manager will contact you to try to resolve the concern, and will update the central system accordingly.
If your concern has not been resolved within 14 days, it is automatically escalated so that the operational director in charge of the dealership is notified. When a concern is believed to have been resolved, the responsible manager or director submits it for closure through the central system.
General complaints
If, after the process above, we are unable to resolve your complaint to your satisfaction, we will provide details of certified Alternative Dispute Resolution providers that you may contact.
Regulated complaints
In addition to the process above, we review all regulated complaints under a slightly more formal process.
- Promptly following receipt. Any regulated complaint not resolved straight away is recorded by our management team, and we will write or email to acknowledge your concerns. If we believe that another firm is responsible for the matters your complaint relates to, and is better placed to resolve it, we may forward your complaint to them. If we do, we will tell you, and give you the name of that firm.
- Within eight weeks of receipt. We aim to complete our investigation and give you our final response within eight weeks of receiving your complaint. If we cannot, we will contact you to explain why, and indicate when a response will be sent. You will also be advised of your right to take the matter to the Financial Ombudsman Service if you are dissatisfied with the outcome of our investigation and our final response.
4. Motor finance commission complaints
If your complaint relates to commission on a motor finance agreement, including a discretionary commission arrangement (DCA), the Financial Conduct Authority has set out specific rules on how and when firms must respond, and those rules have changed more than once.
The current timescales, and the status of the FCA’s proposed consumer redress scheme, are published and kept up to date by the FCA at fca.org.uk/carfinance. We will write to you to confirm how your complaint will be handled and when you can expect our final response.
5. Financial Ombudsman Service
If you are dissatisfied with our final response to a regulated complaint, or if we have not given you a final response within the applicable time limit, you may refer your complaint to the Financial Ombudsman Service. Their service is free to consumers.
- Website: financial-ombudsman.org.uk
- Telephone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
6. Contact us
- Telephone: 01752 485000
- Email: sales@gtmotorcycles.com
- Post: GT Motorcycles (2012) Ltd, 10–12 Elburton Road, Plymouth, PL9 8JQ
Last updated: 9 July 2026.