Complaints:
If you are not entirely happy with your recent experience, please raise a complaint by contacting ourcustomer service team at sales@willowebikes.com or by phone on 07446 938374
We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within areasonable time frame, we will send you a final response detailing our resolution. If we are unable to provide you with a final response within a reasonable time frame, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.
14 Day Rights
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and
- Any item that is returned more than 30 days after delivery.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@willowebikes.com or call us on 07446 938374
30 day rights:
Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.
Vulnerable Customers
Definition of vulnerable customers:
- Elderly individuals.
- Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
- Customers experiencing financial hardship or debt-related difficulties.
- Customers with limited English proficiency or communication barriers.
- Individuals identified as vulnerable by a recognized authority or social service agency.
Identification and training:
- All employees will undergo regular training to recognize signs of vulnerability and understand the appropriate actions to take.
- Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.
- Managers and supervisors will receive additional training to handle complex cases and provide necessary support.
Communication and accessibility:
- Provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print or braille).
- Offer translation or interpretation services for customers with limited English proficiency.
- Ensure physical facilities are accessible to customers with mobility impairments.
Support and assistance:
- Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalized support.
- Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.
- Provide assistance with form filling, document submission, or navigating online platforms if required.
- Establish referral partnerships with external organizations or agencies to connect vulnerable customers with additional support services.
Data protection and confidentiality:
- Ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality.
- Obtain explicit consent from customers before sharing their information with external agencies or organizations, unless legally required or in the customer's best interest.
Complaints and feedback:
- Provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email, or in-person).
- Designate a dedicated contact person to handle complaints related to vulnerable customers promptly and sensitively.
- Regularly review and analyse complaints to identify areas for improvement in the vulnerable customer support process.
Staff training and awareness:
- Conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding.
- Provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy.
- Foster a culture of respect, inclusivity, and non-discrimination throughout the organization.