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:

PCM Group

1-5 Professional Place

Hodson Way

Wickford

Essex

SS11 8YX

Or you can contact us by email using the email address info@cycleking.co.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 through Saturday from 9 a.m. to 6 p.m., Sunday from 10 a.m. to 5 p.m., and weekends by appointment.

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 a 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.