Complaints Policy

We are committed to providing our customers with the best possible service. If you are unhappy with any aspect of 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.

You can make a complaint in writing, by email, by phone, or in person.

By post:

PCM Group
1–5 Professional Place
Hodgson Way
Wickford
Essex
SS11 8YX

By email:
info@cycleking.co.uk

By phone:
Please call your local store and ask to speak to a member of our management team.

In person:
You can visit us during our normal opening hours:
Monday–Saturday: 9:30 a.m. – 5:45 p.m.
Sunday: 10:00 a.m. – 4:00 p.m.
Outside these hours, visits may be available by appointment.

When we receive a complaint, we will:

• Acknowledge your complaint within 3 working days.
• Investigate the matter and provide a response within 10 working days where possible.
• Let you know if we need more time to investigate and provide an updated timescale.
• Keep you informed of our progress and confirm the outcome of our investigation.

If we find that we have made a mistake, we will:

• Offer a clear apology for the inconvenience caused.
• Put things right where possible, for example by repairing or replacing the product, or issuing a refund.
• If we cannot put things right, explain why and, where appropriate, offer a reasonable alternative.

We treat complaints as an important source of feedback to help us improve our service.

• We analyse the complaints we receive to identify patterns and root causes.
• We implement changes where needed to prevent similar issues from recurring.
• We train all staff to recognise when a customer is making a complaint and to offer help promptly and professionally.