Complaints Policy
At Bike Yard Online, we are committed to delivering high-quality products and exceptional customer service. However, we acknowledge that there may be times when our customers are not completely satisfied with their experience. This complaints policy outlines our procedure for addressing complaints.
1. How to Make a Complaint
If you are dissatisfied with any part of our service or products, please inform us as soon as possible. You can submit complaints through the following methods:
- Email: Send a comprehensive description of your complaint to our support team at info@bikeyardonline.co.uk.
- Online Form: Visit the Contact Us page on our website and complete the form provided.
Please include the following information in your complaint:
- Your full name and contact details
- Order number (if applicable)
- Details of the complaint
- Any supporting documents or photographs
2. Acknowledgment of Your Complaint
We will acknowledge receipt of your complaint within 1 working day. You will receive an email confirming who is handling your complaint and an expected timeframe for resolution.
3. Investigation and Response
We aim to investigate and resolve all complaints within 5 working days. If the complaint requires more time to investigate, we will notify you of the delay and provide an updated timeframe.
4. Resolution
Once the investigation is concluded, we will contact you with our findings and any proposed resolution. Resolutions may include, but are not limited to:
- An apology
- Replacement of defective products
- Refunds
- Vouchers or discounts for future purchases
5. Escalation
If you are not satisfied with the proposed resolution, you can request that your complaint be escalated to a senior manager. The senior manager will review your complaint and the initial investigation, and provide a final response within 10 working days.
6. Alternative Dispute Resolution
If you remain unsatisfied with our final response, you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider. We will inform you of the relevant ADR provider upon request.
7. Contact Information
For all complaints, please use the following contact details:
- Email: info@bikeyardonline.co.uk
- Website: bikeyardonline.co.uk
8. Confidentiality and Data Protection
All complaints are handled with the utmost confidentiality in accordance with our Privacy Policy. Personal data will only be used for the purpose of addressing your complaint and will be stored securely.
9. Feedback
We welcome feedback on our complaints process to help us improve our services. Please send any suggestions to info@bikeyardonline.co.uk.