Introduction

At E-Venture Bikes, we are committed to providing exceptional products and services to our valued customers. We understand that sometimes issues may arise, and we welcome feedback from our customers. This Complaints Policy outlines our procedures for addressing and resolving customer complaints in a fair, transparent, and timely manner.

Scope

This policy applies to all customers of E-Venture Bikes, including individuals and businesses who have purchased our products or utilized our services.

Definitions

Complaint: A formal expression of dissatisfaction with a product or service provided by E-Venture Bikes.
Customer: An individual or entity who has purchased products or services from E-Venture Bikes.

How to Submit a Complaint

Customers may submit a complaint to E-Venture Bikes through the following channels:

• Email: [email protected]
• Phone: 017687 21920
• Online Form: Contact Us
• In Person: Visit our physical store at The Hub, Elliott Park, Keswick, Cumbria, CA12 5NZ

Customers should provide as much detail as possible about their complaint, including order numbers, contact information, and a clear description of the issue.

How E-Venture 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 the Firm's Complaints Officer at the earliest opportunity. The Firm's Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

On receipt of a complaint E-Venture Bikes Ltd 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

E-Venture Bikes Ltd continually monitors complaints about our broker service specifically by recording and tracking issues to find the best preventions and resolutions.

If an issue with the credit brokering service is identified, the firm will take appropriate action to rectify the situation, including providing redress where appropriate.

Where complaints have identified that the broking service has led to detriment for the consumer, steps are taken to remediate the identified detriment. The complaint is relayed to the broker to bring their attention to the customer dissatisfaction and issues faced.

If the firm identifies, through complaints, that customers have suffered foreseeable harm due to acts or omissions by the E-Venture Bikes Ltd, it will act in good faith and take appropriate action to rectify the situation, including providing redress where appropriate. This is incorporated into the complaints procedure.

Within the 8 weeks when E-Venture Bikes Ltd is looking into a complaint before providing its final response, the firm will keep the complainant informed no less than every 4 weeks of progress through email and/or other appropriate communication.

If a complaint is outside the time limits for referral to the Financial Ombudsman Service, E-Venture Bikes Ltd will reject the complaint without considering the merits but will explain this to the complainant in a final response in accordance with DISP 1.6.2 R or DISP 1.6.2AR.

E-Venture Bikes Ltd is duty bound to report to the Financial Conduct Authority any complaint reports and are underrated annually.

Credit Broker, Provider or Quality of Goods

Customers may express dissatisfaction about our service in introducing them to the product provider [V12, Klarna] or about [V12, Klarna} 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 for, 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 or Klarna 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 or Klarna Finance, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

Investigation

The Complaints Officer 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:

• 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
• 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:

• We consider that doing so may better meet your needs; or
• We have already been using another method to communicate about the complaint

Complaints which cannot be resolved within three business days.

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:

Send you an initial response letter within five days of receiving your complaint, or immediately on realizing the informal complaints handling process will not reach a resolution;

Provide you with details of our complaints handling procedures;

Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points;

Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

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

When 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 cooperate 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

Record Keeping

E-Venture Bikes will maintain records of all customer complaints, including details of the issue, investigation findings, and resolutions. This information will be used for continuous improvement and monitoring of customer satisfaction.

Policy Review

This Complaints Policy will be periodically reviewed and updated to ensure its effectiveness and relevance. Any changes to the policy will be communicated to customers through our website or other appropriate channels.

Contact Information

If you have any questions or concerns about this Complaints Policy, please contact our customer support team at [email protected] or 017687 21920.

At E-Venture Bikes, we value your feedback and are dedicated to providing the best possible customer experience. We appreciate your business and will work diligently to address any concerns you may have. Thank you for choosing E-Venture Bikes.

26/10/2023

Mike Graham
Director
E-Venture Bikes