What is the complaints policy?

External Customer Complaints Policy 


Our complaints policy 


Customer service is at the very core of Buzzbike, and whilst we strive to always do our best by our riders, sometimes, sadly, things don’t always go as planned. This complaints policy is for those moments. It’s to give you the chance to tell us how you feel, and for us to put things right and apologise for what’s happened. This policy will also help us to learn and improve our service and ensure that we never make the same mistake twice. 


We will always handle your claim in a serious and objective way. All complaints will be treated as confidential and we will endeavour to respond as efficiently and effectively as possible, as outlined by the specific timeframes below.


How to make a complaint 

If you have a complaint, please contact the Rider Happiness team, via email at help@buzzbike.cc in the first instance, so that we can aim to resolve your complaint informally. You will hear from Ruben within two working days in response to your email. 

At this stage, if you are not satisfied then please submit your written complaint(s) to Ruben Vencatasawmy, Rider Happiness Manager, you can write to her at:


Buzzbike V403, 

Vox Studios 

1-45 Durham Street

Vauxhall 

London 

SE11 5JH 

Next Steps: 


1. We will send you a letter acknowledging your complaint. We will let you know the name of the person who will be dealing with your complaint, as well as a reference number which you can quote in case you need to get back to us. You can expect to receive our letter within five (5) working days of us receiving your complaint. 


2. We will record your complaint on our Complaints Register within one (1) working day of having received it.


3. If you would like to proceed with your complaint, then please reply to our acknowledgement letter stating this. 


4. When we receive your reply to our acknowledgement letter we will reply and confirm what will happen next. Again, you can expect to receive this within 5 working days of us receiving your reply. 


5. We will then begin to investigate your complaint. 


6. Ruben Vencatasawmy, Rider Happiness Manager will send you a detailed response following the investigation. This will include their suggestions for resolving the matter. You will receive this within 5 working days of the end of our investigation. 


7. At this stage, if you are still not satisfied you can write to us again. Andrew Nunn, Founder and COO, will review Ruben Vencatasawmy’s decision within 5 days. 


8. We will let you know the outcome of this within 5 working days of the end of the review. Andrew Nunn, Founder and COO, will write to you confirming our final position on your complaint and explaining our reasons. 


If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to: 


Financial Ombudsman Service (FOS) 

South Quay Plaza 

183 Marsh Wall 

London 

E14 9SR 


You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response. 

If any of the above timescales above need to change, we will let you know in advance and explain why. 


If any event, we will fully comply with any statutory procedures that may relate to your complaint. 

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