Complaints Policy

At Glide & Gear, we are committed to delivering high-quality products and exceptional customer service. However, if something goes wrong, we want to hear from you so we can put it right. Our comprehensive complaints policy outlines how we handle your concerns efficiently and fairly.

1. How to Make a Complaint

If you wish to raise a complaint, you can contact us through one of the following channels:

• Email: Send your complaint to info@glideandgear.co.uk.
• Contact Form: Use the online form available on our Contact Us page.

Please include the following details to help us process your complaint promptly:

• Your full name and contact details.
• Order number (if applicable).
• A detailed description of your complaint.
• Any supporting documents, such as photographs or videos.

2. Acknowledgment of Your Complaint

• We aim to acknowledge all complaints within 1 working day of receipt.
• Our acknowledgment will include:
  • Confirmation that we have received your complaint.
  • Details of the person handling your case.
  • An estimated timeframe for resolution.

3. Investigation and Response

• Initial Investigation: We will investigate your complaint thoroughly, aiming to provide a resolution within 5 working days.
• If additional time is required:
  • We will inform you of the reason for the delay.
  • Provide an updated timeframe for resolution.

4. Resolution

After investigating, we will contact you with the outcome and any proposed resolutions. These may include:

• An apology.
• Replacement of faulty or incorrect products.
• Refunds where applicable.
• Vouchers or discounts for future purchases.

We are committed to ensuring you are satisfied with the resolution, and we welcome feedback to improve our processes further.

5. Escalation Process

If you are not satisfied with the proposed resolution:

• You can request your complaint to be escalated to a senior manager.
• The senior manager will conduct a thorough review and provide a final response within 10 working days.

6. Alternative Dispute Resolution (ADR)

If you remain dissatisfied with the final response, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) provider. We will provide details of the relevant ADR provider upon request.

7. Confidentiality and Data Protection

• All complaints are handled with the utmost confidentiality.
• Your personal data will be processed in line with our Privacy Policy and used solely for addressing your complaint.
• We ensure secure storage of your data and compliance with GDPR regulations.

8. Contact Us

If you have any questions about our complaints process, or if you have any suggestions on how we can improve, feel free to contact us at info@glideandgear.co.uk.

We value your feedback and strive to improve our services to ensure the best experience for all our customers.