If you are an employee/participant and dissatisfied with any part of our service, it is important that you let us know. By working out problems, we can make sure that we give you and future customers the best service possible.

How to raise a complaint

If you’d like to make a complaint, please contact us by email, phone, or letter using the following contact details:

• By email: Please contact us on info@cyclescheme.co.uk
• By phone: Contact our Customer Service Team on 0331 630 5416 (Calls to this number from any type of line (including mobile, fixed line, or payphone) will cost no more than a national rate call to an 01 or 02 number).
• By post: Write to our Customer Service Team at Cyclescheme Limited, PO Box 3809, Bath, BA1 1WX.

Our Customer Services Team is generally open 8 - 8 Monday to Sunday (excluding Christmas Day, Boxing day and New Year’s Day).

If you email or write to us, please make sure you provide us with, or include in your message, any information you think may be relevant to your complaint, including but not limited to:

• Your full name;
• The Certificate Number pertaining to your participation (if applicable);
• A clear description of your complaint, including a description of your interactions with us;
• And if you write to us, please include your email address (if you have one) and a contact telephone number.

What happens next

As soon as we are made aware of your complaint, we will send you a formal acknowledgement that we have received your complaint and are looking into it. We will ensure that you are kept informed, thereafter, of our progress to resolve your complaint in a timely and satisfactorily manner. We will investigate any complaint received promptly, fairly, consistently, competently, diligently, and impartially.

We endeavour to resolve any complaints within 3 business days following the day on which it is received, or, if we are unable to do so, within 8 weeks following receipt of your complaint. If there are any delays in resolving your complaint within 3 business days, we will advise you of this as soon as possible together with our anticipated alternative resolution date and communicate with you regularly to keep you updated on progress.

If we are still unable to resolve your complaint within 8 weeks of receipt, we will advise you of this in writing and advise you of your right to refer your complaint to the Financial Ombudsman Service (FOS); see below under Still unhappy?

Please note that, in the event a complaint develops over the course of resolving a general enquiry, we will treat the date on which you informed us that you wish to make a complaint, regarding the progress on or the outcome of that query, as the date the complaint was received.

Unless we have resolved your complaint, and you have accepted this resolution, within 3 business days from the date the complaint was received by us we will write to you either i) once you have accepted our resolution or ii) where we have been unable to successfully resolve your complaint, to confirm for your records, the nature of your complaint, the measures we have taken to resolve or seek to resolve your complaint and whether or not you have accepted our resolution. Our written response will also provide information about following your right to pursue the issue further, where we have been unable to resolve your complaint, and of your right to refer your complaint to the FOS.

If your complaint was resolved within 3 business days, we will send you a summary resolution notification. This notification will advise you that we have received and addressed a complaint made by you, stating your acceptance of its resolution and advising you of your continuing right to refer the case to the FOS in case you subsequently decide that you are not satisfied with our resolution.

If we receive your complaint outside the time limits for referral to the FOS (see second bullet point at Still unhappy? below), we are not obliged to review and resolve your complaint and will advise you of the position with regards to your complaint at that time in writing.

We will keep any complaints related correspondence and data for a period of at least 3 years, but for no longer than 7 years from the date your account with us is terminated.

Still unhappy?

Our aim is to resolve your complaint in a timely and satisfactory manner. If you feel, however, that we have not succeeded, please let us know and we will revisit the issue to try and find a satisfactory resolution.

If, however, you feel that we remain unable to help you, you have the right to refer your complaint to the FOS. The FOS will review your case objectively, to seek to ensure that a fair and reasonable outcome can be reached without engaging civil courts.

Please note, that there are some limitations on what the FOS can investigate and further information about this can be obtained from them directly. If the FOS has not received your complaint within 6 months after you have received our final response in writing, they will not normally be able to mediate on your behalf. In addition, they might not be able to consider your complaint if:

• What you’re complaining about happened more than six years ago, or
• You’re complaining more than three years after you realised (or ought reasonably to have become aware) that you had cause to complain, and
• You have not submitted your complaint to us in the first instance.

The initial acknowledgement from us, upon receipt of your complaint, and our final resolution received in writing will always remind you under which circumstances you can / may refer your complaint to the FOS, within which timelines this must be done and how to contact them (see below).

• In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom
• By email: enquiries@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk