Complaints Policy

At Pedal & Chain, we strive to provide high-quality products and excellent customer service. However, we understand that there may be occasions when our customers are not entirely satisfied with their experience. This complaints policy outlines our process for handling complaints.

1. How to Make a Complaint

If you are unhappy with any aspect of our service or products, please let us know as soon as possible. Complaints can be submitted in the following ways:

• Email: Send a detailed description of your complaint to our support team at info@pedalandchain.co.uk.
• Online Form: Visit our website Contact Us page and fill out the complaint form provided.

Please include the following information in your complaint:

• Your full name and contact details
• Order number (if applicable)
• Details of the complaint
• Any supporting documents or photographs

2. Acknowledgment of Your Complaint

We will acknowledge receipt of your complaint within 1 working day. You will receive a confirmation email outlining who is handling your complaint and an expected timeframe for resolution.

3. Investigation and Response

We aim to investigate and resolve all complaints within 5 working days. If the complaint requires more time to investigate, we will inform you of the delay and provide an updated timeframe.

4. Resolution

Once the investigation is complete, we will contact you with our findings and any proposed resolution. Resolutions may include, but are not limited to:

• An apology
• Replacement of faulty products
• Refunds
• Vouchers or discounts for future purchases

5. Escalation

If you are not satisfied with the resolution offered, you can request that your complaint be escalated to a senior manager. The senior manager will review your complaint and the initial investigation, and provide a final response within 10 working days.

6. Alternative Dispute Resolution

If you remain dissatisfied with our final response, you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider. We will inform you of the relevant ADR provider upon request.

7. Contact Information

For all complaints, please use the following contact details:

• Email: info@pedalandchain.co.uk
• Website: pedalandchain.co.uk

8. Confidentiality and Data Protection

All complaints are handled with the utmost confidentiality in accordance with our Privacy Policy. Personal data will only be used for the purposes of addressing your complaint and will be stored securely.

9. Feedback

We welcome feedback on our complaints process to help us improve our services. Please send any suggestions to info@pedalandchain.co.uk.