Complaints Process

Two Wheels (Edinburgh) Ltd is committed to providing the best customer experience, but we understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we will do our best to help resolve the situation fairly and swiftly.

We will investigate all complaints thoroughly and get additional information as necessary. Every complaint will be assessed fairly and promptly taking into account all relevant factors to ensure a reasonable and fair outcome.

Our commitment to you
We will thoroughly look in to any complaint and offer a fair response that will consider all the information available.

We will do our best to resolve your complaint quickly and will respond in the first instance within 48 hours of receiving your notification.

We will endeavour to resolve your complaint as quickly as possible, keep you informed of the progress and look to give you a final response within 28 days of receiving any complaint.

We may not always be able to provide the answer you are looking for, but we'll make sure we offer a clear explanation for our decision, but if you are dissatisfied with our response or we have not provided our final response within 28 days of receiving the complaint, you may be able to refer the matter to an independent adjudicator, details of which are provided at the end of this procedure.

Step 1 - Contacting us:
If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Manager of the business area your complaint is about: workshop@twowheels.co.uk – sales@twowheels.co.uk – training@twowheels.co.uk – clothing@twowheels.co.uk 

Step 2 - What you will need to provide:
To help us investigate and try and resolve your complaint, please provide us with the following information: Your name and address together with 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.

Step 3 - Still unhappy:
If you are unhappy following our response from the Manager of the business area, you have a choice of alternatives which can depend upon the subject of your complaint.

Step 4 - Appeal to Managing Director:
If you are unhappy following our response from the Manager of the business area, you have a choice of alternatives which can depend upon the subject of your complaint.

The company Managing Director may be contacted by writing to:
The Managing Director
Two Wheels (Edinburgh) Ltd
36 Peffermill Road
Edinburgh,
EH16 5LL,
Or emailing office@twowheels.co.uk

Step 5 – Appeals to Specific Bodies

If you remain dissatisfied with our final response, you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:

The Financial Ombudsman Service
For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint.
Financial Ombudsman Service,
Exchange Tower,
London E14 9SR
Telephone: 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

New And Approved Vehicle Complaint
In a case of a vehicle supplied from new or for a vehicle supplied under a used approved scheme, if you not be happy with our final response, you may direct your complaint to the Customer Service Department of the Vehicle manufacturer. Their contact details will be supplied to you on request by Two Wheels (Edinburgh) Ltd : sales@twowheels.co.uk

Data Protection Complaint
Should your complaint be regarding a data protection or privacy matter, please address it directly to the company’s Data Protection Officer: office@twowheels.co.uk