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Complaints Policy
Introduction
We are committed to providing our customers with the best possible service. If you have any complaints about our products or services, please let us know so that we can investigate and take action to resolve the issue.
What is a complaint?
We consider a complaint to be any expression of dissatisfaction about the standard of our goods or services or our actions or lack of actions (including those of our employees or anyone acting on our behalf) affecting our customers or prospective customers.
How to make a complaint:
- You can complain in writing, by phone, or in person.
- If you write to us, please send your complaint to:
UK E-BIKE MASTERS LTD
Unit 3, Concept Green Business Park
16 George Street
Eccles
M30 0RG
Or you can contact us by email using our email address sales@ebikemasters.uk
If you wish to call us, please call your local store and ask to speak to a member of our management team.
If you wish to visit us in person, we are open:
Monday - Friday 10am - 6pm
Saturday 11am - 6pm
What we will do
When we receive a complaint, we will:
- Acknowledge your
complaint within 3 working days. - Investigate the matter and
get back to you within 10 working days. - If we need more time to investigate your complaint, we will let you know.
- We will keep you informed of our progress and let you know the outcome of our investigation.
What we can do:
If we find that we have made a mistake, we will:
- Apologise for the inconvenience caused.
- Put things right, for example, by repairing or replacing the product or giving you a refund.
- If we cannot put things right, we will explain why and offer you reasonable alternative.
Learning from our mistakes:
- We will analyse the complaints we receive, identifying any patterns
and their root causes. We will then implement the lessons learned. - We train all staff on how to identify and offer help to customers making a complaint.