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Complaints Procedure

At Dales Cycles we are focused on making our stores more than just bike shops by delivering what we think is decent customer service.

If you feel that we have fallen short on this and would like to make a complaint about our service or a particular product, here’s what to do and what we aim to achieve.

What we will do

  • Make it as easy as possible for you to tell us what is wrong
  • Give your issue the attention it deserves at the highest level within Dales Cycles
  • Resolve your complaint as quickly as we can
  • Make sure you are happy with the outcome

How to Complain

  • Speak to any member of our staff in store
  • Write to: Customer Service, Dales Cycles, 150 Dobbies Loan, Glasgow, G4 0JE
  • Call us on 0141 332 2705 and press Option 2
  • Email us at [email protected]

What to let us know

If you can please give us the following information:

  • Your complaint details (dates, times, product information, team member spoken to or a description)
  • How can we help to resolve your complaint?
  • Your contact details

Complaint Resolution

We aim to resolve your complaint as soon as possible

You will be contacted by a member of the Dales Cycles senior management team with 48 hours to acknowledge receipt of your complaint and what action will be taken, we will try to resolve your issue within this time.

All complaints will be dealt with in a timely manner and in the strictest confidence. By complaining you in no way affect your statutory rights.

If we haven’t been able to deal resolve your complaint within 7 days, we will contact you and let you know:

  • Why we haven’t been able to resolve your complaint
  • Who is dealing with it
  • When we will contact you again

If your complaint is particularly complex, it may take longer to resolve. If your complaint is not resolved in 4 weeks from us receiving it, we will write to you and explain why we are unable to fully respond and let you know when we will make further contact.

If, together, we cannot reach an agreement by the end of eight weeks, we will issue a final response letter, which will explain our final position on your complaint.

In exceptional circumstances, where eight weeks have passed and we still cannot issue a final response letter, we will send you a letter giving you reasons for the delay and an indication of when we expect to provide a resolution.

If you are unhappy with your resolution

If you are unhappy with your response you can contact the member of staff that was dealing with your complaint to discuss matters further.

If, at that stage you are still unhappy with the outcome you can of course ask that your complaint be reviewed at a higher level within Dales Cycles.

You can write to our Managing Director at the following address:

  • Managing Director, Dales Cycles Ltd, 150 Dobbies Loan, Glasgow, G4 0JE

Please enclose all details of your complaint and what you would like us to do to resolve it.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible.

We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.