Complaints Policy

COMPLAINTS POLICY

Last Updated: 8 August 2025

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:

Your name and contact details
A description of your complaint
Any relevant order numbers or references
Supporting documents or photos if applicable

Our Complaints Process & Timeframes

We will acknowledge your complaint within 5 working days of receiving it.
We aim to provide a final response within 8 weeks.
If we cannot resolve your complaint within this timeframe, we will explain why and let you know when you can expect a final decision.

If You Are Not Satisfied

If you are unhappy with our final response or we do not respond within 8 weeks, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service contact details: