Complaints Procedure
Bikeproracing (UK) is committed to providing a high-quality online shopping experience for all our customers. We understand that sometimes things may go wrong, and we want to make it as easy as possible for you to resolve any issues you may encounter. This complaints procedure outlines the steps you can take to make a complaint about our website or services.
Making a Complaint:
There are several ways you can make a complaint to Bikeproracing (UK):
• Online: You can submit a complaint form directly on our website. This is the quickest and easiest way to make a complaint, and it ensures that your complaint is logged and tracked efficiently.
• Email: You can send an email to our customer service team at accounts@bikeproracing.net. Please include your full name, order number (if applicable), and a detailed description of your complaint.
• Phone: You can call our customer service team on 0121608 8899 (Monday-Friday, 9:00am-5:00pm GMT).
• Post: You can write to us at:
Bikeproracing Customer Service, 50 High St, Kingsheath, Birmingham, B14 7JZ
What We Will Do:
Once we receive your complaint, we will:
• Acknowledge your complaint within 24 hours.
• Investigate your complaint thoroughly.
• Respond to you within 7 working days with a proposed resolution.
• Keep you informed of the progress of your complaint.
• If you are not satisfied with our proposed resolution, you can escalate your complaint to our complaints manager.
Escalating Your Complaint:
If you are not satisfied with our proposed resolution, you can escalate your complaint to our complaints manager. You can do this by replying to the email you received from our customer service team, or by calling us on 0121 608 8899.
Our complaints manager will review your complaint and make a final decision. We will aim to resolve your complaint within 14 working days of it being escalated.
Alternative Dispute Resolution:
If you are still not satisfied with our final decision, you can refer your complaint to an alternative dispute resolution (ADR) scheme. ADR schemes are independent bodies that can help to resolve disputes between consumers and businesses. More information about ADR schemes can be found on the website of the Association of Cycle Traders.
Additional Information:
• We take all complaints seriously and we will do our best to resolve them fairly and efficiently.
• We will keep you informed of the progress of your complaint at all stages.
• We will treat you with respect and courtesy throughout the complaints process.
We hope that you will never need to use this complaints procedure, but if you do, we are confident that we can resolve your complaint to your satisfaction.
