Complaints

Complaints Procedure

At Procycle, we aim to provide clear communication, high standards of workmanship and a professional experience at every stage. If something has not met expectations, this procedure explains how concerns should be raised and how they will be handled.

1. Raising a Concern

If you have a concern about a service, it should be raised as soon as reasonably possible after the issue is identified.

Concerns and complaints must be submitted in writing to the business email address so that details can be reviewed accurately. Please include your name, booking reference where applicable, the bicycle involved and a clear description of the issue.

Raising a complaint does not suspend payment obligations or override the Terms and Conditions under which the service was provided.

2. Timeframes

To allow issues to be assessed fairly:

Concerns relating to workmanship must be raised within 7 days of the invoice being issued
Issues raised outside this timeframe may be difficult to assess and may not be accepted

Where a workmanship warranty applies, it will be handled in line with the warranty terms.

3. Assessment and Investigation

Once a complaint is received, it will be reviewed based on the information provided, service records and any relevant evidence.

Where appropriate, you may be asked to return the bicycle for inspection before any resolution is proposed. Procycle cannot assess or resolve complaints based solely on third party opinions, online commentary or assumptions.

4. Resolution

If a fault relating to workmanship is identified, Procycle will propose a reasonable resolution. This may include adjustment, rework or other appropriate corrective action.

Refunds are not guaranteed and will only be considered where a service has demonstrably failed to meet reasonable standards.

Procycle is not responsible for issues arising from normal wear, misuse, impact damage, third party adjustment, aged components or pre-existing condition.

5. Communication and Conduct

Complaints are handled on the basis of clear, respectful communication. Abusive, aggressive, intimidating or threatening behaviour will not be tolerated.

Any behaviour that is perceived to place the safety of staff, customers or property at risk may be treated as a safety matter rather than a customer service issue. In such circumstances, Procycle reserves the right to cease communication, refuse service and involve relevant authorities where appropriate.

Procycle encourages customers to allow the complaints process to conclude before making public statements. Where public comments contain inaccuracies, Procycle reserves the right to respond with factual context.