We always strive to provide an excellent experience but appreciate that sometimes things can go wrong.
If you have a complaint regarding any aspect of your participation in the Ride-to-Work Scheme operated by Evans Cycles on behalf of your employer, then please contact customer services.
How long will it take?
We take all complaints seriously and we will do everything we can to resolve them quickly.
We’ll keep you updated and in most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.
What if I'm unhappy about the outcome?
If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer the complaint to the Financial Ombudsman Service (FOS).
FOS is a free, independent service that looks into disputes between financial businesses and their customers. If you do refer to the FOS you should do so within 6 months of receiving our final response.
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