Dealer refusing refund for motorbike under CRA 2015. UK

Hey people.

I'm just looking for some information in regard to an issue I'm currently facing with a dealer that has stated that there is no fault with a bike I bought even though I have photo and video evidence of the issues happening.

I bought a brand new motorbike on 11/06/2025 and had issues with it the same day I bought it. Please see below for timeline of events.

• 11/06/2025: Motorcycle collected. Initial test ride revealed multiple stalls, gear shifting issues (getting stuck in neutral between 1st and 2nd), unusual ringing/whining noise, an “Oil Pressure Low” warning on the dash upon stalling, and excessive heat from the seat and engine area.

• 12/06/2025: Conducted a longer ride. All issues persisted. Researched on forums; consensus was that these issues are not normal for this model.

• 13/06/2025: Reported concerns to Sales, who advised me to contact the Service Department. Arranged collection with service manager.

• 16/06/2025: Another attempted ride resulted in an “Immobiliser” warning. The bike would not start for approximately 20 minutes. All previous issues persisted.

• 18/06/2025: Test ride cut short due to continued faults.

• 19/06/2025: Motorcycle collected by dealer for investigation.

• 21/06/2025: Motorcycle returned. Service Manager stated no faults were found. Gearing and key were reset. I was advised to test the motorcycle further. Upon doing so, all same issues occurred. During a low-speed turn, the bike stalled and shifted to neutral, causing a minor fall and cosmetic damage.

• 22/06/2025: Attempted to contact the dealership to report issues—no answer.

• 23/06/2025: Spoke with service manager again. No collection was available for the week, so I arranged to return the bike myself.

• 26/06/2025: Took the bike out again. All prior issues were still present. Experienced 2 near-collision accidents due to unexpected stalling in traffic.

• 27/06/2025: Returned the bike to the dealership. Again experienced gear and stalling issues en route. Informed service manager  I do not feel safe riding the bike and formally expressed my intent to reject it. I was referred to sales manager for further discussion.

• 01/07/25: Following the escalation of my case, it was passed to the General Manager (GM). The GM contacted me via phone and we had a detailed discussion regarding the ongoing issues with the motorcycle. He informed me that their KTM technician had taken the bike home and back to the dealership, during which no faults were reportedly identified. He spoke positively about the performance and quality of the bike and suggested that the concerns I raised may be attributed to buyer’s remorse. I firmly clarified that this was not the case and reiterated that my concerns were based solely on the persistent mechanical and safety-related issues I had experienced. The GM also speculated that the problem could be linked to the use of the quickshifter. I informed him that this was not possible, as I have never used the quickshifter function during my rides. He then invited me to return to the dealership for a face-to-face discussion and proposed that I take the bike back for a further 24 to 48 hours to determine whether the issues persisted. He added that, if I remained dissatisfied after this period, he would “make me an offer I couldn’t refuse” in relation to the motorcycle.

• 05/07/25: I visited the dealership with the intention of speaking directly with the GM. However, he was unavailable. I requested documentation outlining what work had been carried out on the bike to date. The Sales Manager appeared reluctant to assist and advised that neither he nor the Service Manager could provide further support as the matter had been escalated to senior management. Despite this, the Service Manager was cooperative and provided a printed report from the initial service visit. I reiterated the importance of obtaining full documentation and transparency regarding the handling of my case to date.

• 06/07/25: I have spoken with the General Manager, who again reiterated that, in his view, no faults have been identified with the motorcycle. He also stated that the dealership would not accept the rejection of the vehicle under the current circumstances. However, he advised that they would be willing to buy the motorcycle back, albeit at a reduced value compared to the original purchase price. I informed the GM that I would not be accepting this offer and that I would not be taking the motorcycle back. I made it clear that I intend to contact and update the finance company. I also formally requested full documentation relating to all inspections, assessments, and work carried out on the motorcycle to date.

I have video evidence of me riding the bike and the bike stalling multiple times. The videos also shows that when switching gear from 1st > 2nd the bike is getting stuck in neutral and loosing power. These issues have been present on every ride I had on the bike for the first day of ownership. Please see my previous post for video of issues happening. I also have more photo and video evidence of the issues happening on different rides to show it wasn't just an isolated issue happening on 1 day.
https://www.reddit.com/r/KTM/comments/1lmoq6x/2024_890_adventure_r_problems/

I have a job sheet with the original date that the motorcycle was in for investigation for the reported issues. It clearly states on the document, all concerns were reported at that time. However, I was informed by the Service Manager yesterday 05/07/2025 he updated the job card whilst we were talking. He asked me what had been done to the bike and who had worked on it, which raises serious concerns regarding the dealership's record-keeping and internal communication. This lack of clarity and documentation appears highly unprofessional and suggests that the dealership may not have had a proper understanding of the actions taken during the initial inspection.

Following my most recent conversation with the General Manager, it is now clear that there is a reluctance to accept the rejection of the motorcycle—despite clear evidence of ongoing mechanical faults. These faults have significantly impaired the motorcycle's functionality and have rendered it unfit for purpose and unsafe to ride.

As noted previously, due to the persistent and unresolved stalling issues, I narrowly avoided two serious incidents in traffic where the motorcycle stalled unexpectedly at approximately 30mph, putting me at risk of being rear-ended. Additionally, during a low-speed manoeuvre, the motorcycle stalled mid-turn, causing it to fall and resulting in minor injuries—specifically, an impact that nearly fractured my finger. Had this occurred on a main road rather than a quiet side street, the consequences could have been far more severe.

These incidents clearly demonstrate that the motorcycle presents a serious safety risk and should not be returned to the road in its current condition.

The bike was purchased via part exchange of my old bike, some cash and then some finance. The finance provider is Santander. They have already been made aware of my intent and have been updated with the current situation. I have yet to hear back from the finance company as of yet and was advised somebody would be in contact within 5 working days. My concerns were sent over to the finance company on 30/06/25 so I'm expecting to hear back over the next couple of days.

I was wondering how to proceed? I was thinking about reaching out to citizens advice bureau and maybe also the financial ombudsman to raise a complaint.

Should I wait for the finance company to get back in touch? Will they also pursue the total amount including the cash and price I was offered for my part ex?

Thanks in advance