How do I leave feedback or make a complaint?
We like to ensure all of our customers go away happy, but sometimes things can go wrong. If you are unhappy with your care or the service you have received, it is important to let us know so we can improve.
Feedback helps us improve the quality of our service.
You can give good or bad feedback by telling us about it. For example, you can do this via the contact methods below or you can speak to a member of staff.
Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.
On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us or the services provided, you may contact us in any way you prefer. Our contact details are as follows;
Address: Pearce Cycles, Fishmore Road, Ludlow, Shropshire, SY8 3DP
What can I expect if I complain?
- have your complaint acknowledged and properly looked into
- be kept informed of progress and told the outcome
- be treated fairly, politely and with respect
- be reassured that your care and treatment will not be affected as a result of making a complaint
- be offered the opportunity to discuss the complaint with a manager
- expect appropriate action to be taken following your complaint
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement
If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
· Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR · Telephone: 0300 123 9 123 · E-mail: firstname.lastname@example.org
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk