Introduction
At Balfe’s Bikes, we are committed to providing exceptional service and high-quality products. We value your feedback and take any complaints seriously. This policy outlines our approach to handling complaints to ensure they are resolved efficiently and fairly.
Purpose
The purpose of this policy is to:
- Provide clear procedures for submitting a complaint.
- Ensure all complaints are addressed in a timely manner.
- Promote continuous improvement in our services and products.
Scope
This policy applies to all customers of Balfe’s Bikes who wish to express dissatisfaction with our products, services, or staff.
How to Submit a Complaint
Step 1: Contact Us
- In-Person: Visit any Balfe’s Bikes location and speak to a member of our team.
- Phone: Call our customer service line at 020 45063856.
- Email: Send your complaint to [email protected].
- Online Form: Fill out our form on our website.
Information to Include
Please provide the following details when submitting your complaint:
- Your name and contact information
- A description of the issue
- Relevant order numbers or transaction details
- Date and time of the incident (if applicable)
Complaint Handling Process
Acknowledgement
We will acknowledge your complaint within 3-4 business days, confirming receipt and outlining the next steps.
Investigation
Our team will investigate the complaint, which may involve:
- Reviewing relevant documentation
- Speaking with staff members involved
- Gathering additional information from you if needed
Resolution
We aim to resolve complaints within 14 business days. Once the investigation is complete, we will communicate the outcome and any actions taken.
Monitoring and Review
We monitor all complaints to identify trends and areas for improvement. This policy will be reviewed annually to ensure its effectiveness.
Confidentiality
All complaints will be treated confidentially and only shared with relevant staff involved in the resolution process.
Conclusion
At Balfe’s Bikes, we strive for customer satisfaction and appreciate your feedback. We are dedicated to resolving complaints and improving our services for all our customers.
