COMPLAINTS POLICY
​
J&M Electrobikes is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way. J&M Electrobikes will investigate all complaints competently, diligently, and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.
Any complaint, whether made in writing or verbally will be immediately referred to one of our complaints officers who will investigate and respond to your complaint. We record all complaints and follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.
If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service. For further information you can visit FOS website www.financial-ombudsman.org.uk
​
​
CUSTOMER COMPLAINT PROCEDURE
Discussion your concerns with us
If you have a concern with either your vehicle or the service you have received, please firstly raise this with us directly so that we can understand and address your concerns.
​
Contacting Us
Should you remain unhappy with our response, please contact us by your preferred method from the list below.
J&M Electrobikes Ltd
Unit 9
Manor Hill Farm
Purton
Swindon
SN5 4EG
Telephone: 07554012342
Email: info@electrobikes.life
We're here:
9:30am – 5:30pm Mon – Fri
10:30am – 2:30pm Sat
​
What you will need to provide
To help us investigate and try to resolve your complaint, please provide us with the following information:
• your name and address;
• details of how we can contact you;
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation.
​
Our Commitment to You
• We’ll thoroughly investigate your complaint and offer a fair response that will consider all the information available to us.
• We will do our best to resolve your complaint quickly.
• We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.
​
What if I remain unhappy with your response?
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review your complaint must be in relation to our credit broking activities, and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity, or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.
If you wish to pursue your complaint to the Financial Ombudsman Service, you must do so within 6 months from the date on which we send you our final response letter. The Financial Ombudsman’s details are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234 567