Complaints Procedure
Here at Zed Bike Wheels, we welcome feedback from all our customers. If
you have a complaint about our wheels and/or the service you received,
not only do we want to resolve it but we consider it an opportunity to learn,
adapt, improve, and provide better service. This policy is intended to
handle complaints fairly, efficiently, and effectively so that complainants
feel confident that their complaints and worries are listened to and acted
upon. If you have communicated to us that you are unhappy, we see this as
an “informal complaint.” If we have been unable to resolve the issue, we ask
you to make a formal complaint. To make a formal complaint, we ask that
you address it to Mrs. Susannah Thortersen and send it either by mail or
by email, clearly stating it to be a formal complaint. By Mail to: Zed Racing
Ltd Office 3 Bretton Mill Farm Huddersfield Road Haigh West Yorkshire S75
4BX Or Email to: zedbikewheels@gmail.com We ask that you provide the
following information:
● Name
● Address
● Telephone number
● Email address
● Invoice Number
● Order Number
● Full details of the complaint, including any relevant documents,
times, dates, and any other evidence you wish to support your
complaint.
● How you would like us to resolve your complaint and put things right.
Once we have received your complaint, we will act as quickly as
possible and send you an acknowledgement. All communications
from this point are by email unless postal mail is requested. If you do
wish to proceed using the postal system, then all our
communications will be sent by first-class “signed for” post and we
ask that any mail from you is also sent by “signed for” mail. An
additional 7 days will be added to each stage to allow for postal mail.
Within 7 days of our acknowledgement, we will confirm who will be
dealing with your complaint and if they require any further
information from you, we will ask for it at this time. We aim to fully
respond to complaints within 28 days. If this is not possible, we will let
you know as soon as possible. All complaints should be completed
within 56 days. At the conclusion of our complaints procedure, we will
provide you with full details of our investigation and our conclusion.
At the conclusion, our decision is final. If you are unhappy with our
decision, you have the right to seek external resolution of your
complaint. If you intend to seek external resolution, we ask that you
inform us within 14 days of our conclusion.