Complaints Contact Details
Support Team Manager
Unit 2, Camino Park
James Watt Way
Crawley
RH10 9TZ
Tel: 020 45063856
Email: [email protected]
How Balfe’s Bikes Ltd handles complaints
We aim to provide a very high standard of service to every customer. It is important to us that all
complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
Any complaint verbal or written will be referred to our Support Team Manager at the earliest opportunity.
Our Support Team Manager is responsible for ensuring that we thoroughly investigate any complaints.
On receipt of a complaint we will:
- Acknowledge the complaint promptly
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Discuss with you our findings and proposed response
Credit Broker, Provider or Quality of Goods
Customers may express dissatisfaction about our service in introducing them to the product provider V12 Retail Finance or about V12 Retail Finance themselves or, lastly, the quality of the goods
purchased using the credit provided. We will need to establish whether or not your complaint relates to the introduction itself and for which we are responsible or, the service or performance of the
product provider for which they are responsible, or the quality of the goods purchased. This last may be made to both us and V12 if the credit amount used to purchase the goods was more than £100. If unclear, this must not delay investigation and we will proceed with our own investigation.
If the complaint is about V12 Retail Finance, we will refer details of the complaint to the third party
and confirm this course of action to you in writing.
Investigation
The Support Team Manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction to:
Deal with complaints promptly and fairly
Give complainants clear replies and, where appropriate, fair redress
Complaints Settled within 3 business days – Informal Complaints Process.
Complaints that can be settled to your satisfaction within 3 business days can be recorded and
communicated via an informal process.
If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:
(1) refers to the fact that you have made a complaint and informs you that we now consider the
complaint to have been resolved to your satisfaction;
(2) We will tell you that, if you subsequently decide that you are dissatisfied with the resolution of
the complaint, you may be able to refer the complaint back to us for further consideration or
alternatively refer the complaint to the Financial Ombudsman Service;
In addition to sending you a Summary Resolution Communication, we may also use other methods
to communicate the information where:
(1) We consider that doing so may better meet your needs; or
(2) We have already been using another method to communicate about the complaint.
Final response
Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full upon receipt of confirmation of your acceptance of the same.
We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the
matter to FOS within six months of the date of this letter or the right to use this service is lost.
If we cannot resolve the complaint within eight weeks:
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to the complainant again. We will inform him/her of the reasons for the further delay and advise that if he/she is not
satisfied with our progress he/she may be entitled to refer the complaint to the Financial Ombudsman Service.
Closing a complaint
Where we receive confirmation from you that you are satisfied with the findings of the investigation
and any resolution we have proposed, your complaint will be considered closed.
Where no confirmation has been received from you within four weeks of our final response letter,
your complaint may also be considered closed.
Financial Ombudsman Service (FOS)
It is our policy to treat all customers the same, however, only eligible complainants may refer their
complaint onto the Financial Ombudsman Service (FOS).
The Financial Conduct Authority complaints rules apply to complaints:
- made by, or on behalf of an eligible complainant;
- relating to regulated activity;
- involving an allegation that the customer has suffered, or may suffer, financial loss, material
distress or material inconvenience;
We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.
The contact details for FOS are:
Address: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 (free for most people ringing from a fixed line)
0300 123 9123 (cheaper for those calling using a mobile)
+44 20 7964 0500 (if calling from abroad)
Email: [email protected]
Website: www.financial-ombudsman.org
