Wisper Electric Bikes Complaints Policy

Wisper Electric Bikes always endeavours to provide the best service.  However, on rare occasions, there may be times when a customer may not be completely satisfied.

To ensure our business can put things right for you, as soon as possible after the completion of the service works or product supplied, please inspect to ensure that any service work has been carried out to your satisfaction.  If we have supplied a bike or other product, please inspect it to make sure all is well.

If you have any concerns, please contact us straight away with either by phone or email.

Business Complaint Procedure

On receipt of a complaint, we always aim to respond within 5 days.

We will arrange a convenient date for you to bring the product or bike serviced into our workshops within 7 days for inspection.

In the unlikely event we are unable to resolve your complaint, it may be necessary to elevate to another complaint service.  Where we cannot resolve the complaint to your satisfaction and/or agree to a final resolution; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

FOS Rights

If you are dissatisfied with our response and 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.