FCA Regulated Products And Services Complaints
Making a complaint
You deserve the best possible experience when you shop with us, so it’s important you tell us if something isn’t right.
We take ownership and work hard to deliver on our promises. If something hasn’t gone as expected, we’ll take the time to listen and understand what’s happened.
How to make a complaint
Call us, use online chat or email us through our Contact Us page. We aim to acknowledge any complaint within 1 working day.
How we investigate your complaint
We’ll ask you to share the key points of your complaint, so we understand what matters to you. Your complaint will be looked into based on what’s happened in your specific case. This includes checking your order details, reviewing any communication with you, and looking through any information you’ve given us.
We’re here to support you and make sure we fully understand your concerns.
How we put things right
Once we’ve finished our investigation and understood your experience, we’ll clearly explain our view of your complaint and the outcome we’ve reached.
If something’s gone wrong, we’ll work quickly to put it right. Depending on your situation, this may include arranging a replacement, offering a refund, or working with our delivery partners to resolve the issue.
If you remain unhappy with the outcome
If, after we have provided a final response to your claim, you are unhappy with the outcome, you can refer your complaint to Consumer Arbitration. Consumer Arbitration is an ADR service approved by the Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, and accredited by CTSI under Part 4, Chapter 4 of the Digital Markets, Competition and Consumers Act 2024.
You will need to refer your complaint to them within 12 months of receiving our final response.
For further information or to submit your complaint to Consumer Arbitration please visit www.consumerarbitration.co.uk.
Alternatively, your complaint can be addressed to:
Consumer Arbitration
12–14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
W: www.consumerarbitration.co.uk
Performance Cycling Limited trading as Tredz is a Participating Member of Consumer Arbitration and is therefore willing to submit itself to its ADR procedure. Performance Cycling Limited trading as Tredz has opted to cover the consumer fee. The service is therefore free to you and no costs are payable to submit your case.
To proceed with arbitration
To ensure that the arbitration is impartial and independent of Performance Cycling Limited trading as Tredz, you will need to complete an online application and upload the evidence you wish the Arbitrator to review. You can do this via www.consumerarbitration.co.uk
Completing and submitting the form
Please include all evidence you wish to rely on when you submit your application. Consumer Arbitration will confirm when the file is complete, after which no further evidence can be admitted.
What happens next?
Once submitted, Consumer Arbitration will acknowledge your application and request our defence. We will have 21 days to provide it. The Arbitrator's Award is final and binding on both parties and is legally enforceable in the courts.
Financial Conduct Authority (FCA) Regulated Complaint
We’ll review your complaint and check if it relates to a product or service provided by one of our partners, such as Novuna, PayPal, or Ripe Insurance.
If it does, we’ll pass your complaint to them in writing so they can investigate and respond directly. These partners are responsible for handling complaints about their regulated products and services.
If you have any support needs or requirements, please let us know so we can provide further support throughout your complaint.
How long will my FCA based complaint take?
We’ll provide you with a Final Written Response within 8 weeks of receiving your complaint, setting out the outcome of our investigation. If we’re unable to resolve your complaint within this time, we’ll write to explain the reason for the delay and confirm when you can expect a final response.
What to do if we can't reach an agreement
We always want to reach an amicable outcome and resolve your complaint. If you feel our response hasn’t covered everything, please let us know and we’ll look at how we can support you further. If you’re not happy with our final response, or we haven’t provided one within 8 weeks of receiving your complaint, you can refer your case to the Financial Ombudsman Service. You’ll need to contact them within 6 months of the date on our final response letter.
They can be contacted in the following ways:
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9123
- E-mail: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk