Complaints Policy
COMPLAINTS POLICY
Last Updated: 21 August 2026
At Velo Bavarian, we are committed to providing excellent customer service. However, if something goes wrong, we want to know about it and put it right quickly.
How to Make a Complaint
You can contact us using any of the methods below:
Phone: +44 (0)1332 841950
Email: info@velobavarian.co.uk
Address:
Velo Bavarian
Flumina House
Foundry Lane
Belper, Derbyshire
DE56 0RN
United Kingdom
What to Include in Your Complaint
When contacting us, please provide:
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Your name and contact details
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A description of your complaint
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Any relevant order numbers or references
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Supporting documents or photos if applicable
Our Complaints Process & Timeframes
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We will acknowledge your complaint within 5 working days of receiving it.
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We aim to provide a final response within 8 weeks.
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If we cannot resolve your complaint within this timeframe, we will explain why and let you know when you can expect a final decision.
Our Commitment
We take all complaints seriously and aim to use your feedback to improve our products, services, and processes.
Financial Ombudsman Service
If you are dissatisfied with our response as your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.