Complaints Procedure

We want you to shop with confidence, and to go away happy with your purchase and your experience with The Woods Cyclery. 

However, mistakes can happen – we're only human after all!

If you are not entirely happy with your recent experience, please raise a complaint by emailing our store directly on info@thewoodscyclery.co.uk.

Make your email out FAO Tom / Robbie / Hannah, and include the word ‘complaint’ in your email subject header to help ensure that your email reaches the appropriate staff members as quickly as possible, who will then work to understand and address any concerns you have raised.

Once we have received your email, we will write to you and acknowledge receipt so that you know your case is being handled. During the resolution process, we will communicate with you regularly, keeping you up to date with the progress of our work.

If we can resolve your case within 5 working days of receipt of your email, we will send you a final response letter detailing our resolution.
If we are unable to provide you with a final response within 5 working days of receiving your email, we will write to you explaining the reason for delay in resolving your complaint, and advise when we expect to issue you with a final response letter via email.