Introduction:
Our company is committed to providing our customers with the highest level of service and we take customer complaints very seriously. We understand that things can sometimes go wrong and we are here to help put things right. Our complaints policy is designed to ensure that we handle all complaints in a fair and timely manner.
Policy Statement:
Our policy is to:
- Ensure that all complaints are handled in a fair and timely manner.
- Investigate all complaints thoroughly and provide a written response.
- Use complaints as an opportunity to improve our service.
- Provide customers with information about how to escalate a complaint if they are not satisfied with our response.
- Ensure that all complaints are handled in accordance with the Financial Conduct Authority (FCA) rules and regulations.
Making a Complaint:
Customers can make a complaint by:
- Contacting us by telephone, email, or letter.
- Visiting one of our branches.
- Contacting the Financial Ombudsman Service (FOS) if they are not satisfied with our response.
Handling Complaints:
- We will acknowledge receipt of a complaint within 5 business days.
- We will investigate the complaint and provide a written response within 8 weeks.
- If we are unable to provide a response within 8 weeks, we will keep the customer informed of the progress of the investigation.
- We will provide the customer with information about the Financial Ombudsman Service (FOS) if they are not satisfied with our response.
Reviewing Complaints:
- We will review all complaints to identify any recurring issues or trends.
- We will use this information to make improvements to our service.
- We will provide regular reports to our senior management team and the Financial Conduct Authority (FCA).
Contact Information:
Customers can contact us at:
VOLT Bikes | Tel: 0207 378 4728 | Email: [email protected]
Customers can contact the Financial Ombudsman Service (FOS) at: Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom, Telephone: 0800 023 4567, Email: [email protected]
This policy is reviewed and updated regularly to ensure it meets the standards of the Financial Conduct Authority (FCA).
Signed by: Customer Service Manager
Date: 17/11/2022