COMPLAINTS POLICY

Boost Bike Hub Ltd is committed to providing its 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 make a complaint in writing, by phone or in person.

Write to us at Boost Bike Hub Ltd, Island Shop, 2-4 Brookley Road, Brockenhurst, Hants SO42 7RR

Or email us at hello@boostbikehub.co.uk.

Or call us on 01590 624204.

Or visit us in person; we are open Tuesday to Saturday 9.30am to 5.30pm and 10am to 4pm on Sunday.

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 the problem cannot be resolved by repair or replacement

  • if we cannot put things right, we will explain why and offer you a reasonable alternative.

YOUR RIGHTS

You have the right to complain to us if you are not happy with our products or services. You may also have the right to take your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with the outcome of our investigation if your complaint relates to a financial services product sourced through us – see Complaints about Financial Service Products below.

LEARNING FROM OUR MISTAKES

We will analyse the complaints we receive identifying any patterns in complaints and their root causes. We will implement the lessons learned.

We provide training to all staff on how to identify and offer help to customers making a complaint.

COMPLAINTS ABOUT FINANCIAL SERVICE PRODUCTS

We will initially handle your complaint using the process set out above.

We will ensure that our staff refer complaints about financial service products to the director within 1 working day of receipt of the original complaint.

The director will record and monitor a complaint about a financial services product. They will seek to address and resolve the complaint in accordance with FCA Complaints Rules.

We will send a final response letter to you no later than 8 weeks after we first received your complaint. The final response letter will:

  • accept your complaint and, where appropriate, offer redress or remedial action; or

  • offer redress or remedial action without accepting the complaint; or

  • reject the complaint and give reasons for doing so; and

  • indicate if we consent to waive the relevant time limits for referral to the FOS.

It will also:

  • include a copy of the FOS's standard explanatory leaflet

  • provide the website address of the FOS; and

  • inform you how, if you remain dissatisfied with our response, you may refer the complaint to the FOS.

ABOUT THE FOS

The FOS is an independent body that can help to resolve complaints between consumers and businesses relating to financial products and services. If you want to take your complaint to the FOS, you must do so within 6 months of the date of your complaint.

To contact the FOS, please visit their website at www.financial-ombudsman.org.uk or
telephone 0300 123 9 123. Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm.

We appreciate your feedback and we will use it to improve our products and services.

Boost Bike Hub Ltd, July 2023