Complaints Procedure

Last Updated: October 2024

At Liverpool Cycle Tours, we strive to offer a high-quality experience for all our customers. However, if you feel dissatisfied with any part of our service, we take your feedback seriously and aim to resolve any issues as quickly and fairly as possible. This document outlines the procedure to follow if you wish to make a complaint.

1. How to Make a Complaint

If you are unhappy with our services, please follow these steps to submit a complaint:

a. Contact Us Directly

In the first instance, we encourage you to contact us directly to discuss your concerns. You can reach us through one of the following methods:

• Email: phil@liverpoolcycletours.com
• Phone: 07941198223
• In Person: Speak to our staff or tour guide during or after your tour.

Our goal is to resolve your complaint immediately, if possible. However, if further investigation is required, we will initiate the formal complaint process.

b. Written Complaints

If you prefer to submit your complaint in writing, you can email us at phil@liverpoolcycletours.com or send a letter to the following address:

Liverpool Cycle Tours

King’s Dock Street,

Baltic Triangle,

Liverpool, L1 8JU

Please provide the following details when submitting your written complaint:

• Your full name and contact details (phone and/or email)
• Date and time of your tour or service booked
• A clear description of your complaint, including any relevant facts
• How you would like us to resolve the issue (optional)

2. Acknowledgment of Complaint

Once we have received your complaint, we will acknowledge it within 7 business days, either by email or phone, to confirm that we are investigating the matter.

3. Complaint Investigation

We will investigate your complaint thoroughly and aim to resolve the issue within 14 business days. During this time, we may contact you for additional information or clarification if needed. We will keep you informed of the progress throughout the investigation.

4. Resolution

Upon completion of our investigation, we will contact you with a written response outlining the outcome of our findings and any actions we will take to resolve the issue.

Depending on the nature of the complaint, the resolution may involve:

• An apology and explanation
• A refund or partial refund, where applicable
• An offer to reschedule or rebook your tour

5. Escalation

If you are not satisfied with our response or the resolution provided, you may request that the complaint be escalated to a senior manager. We will review the case again, and a senior team member will respond to you within 5 business days.

6. Third-Party Mediation

In the unlikely event that we are unable to resolve the complaint to your satisfaction, you may seek third-party mediation from a relevant external body, such as the local tourism board or trading standards authority in the UK. We are happy to provide guidance on how to contact these organisations if required.

7. Confidentiality

All complaints are handled with confidentiality and in accordance with our Privacy Policy. We will only use the information provided to investigate and resolve your complaint.

8. Feedback

We value your feedback as it helps us improve our services. Even if you do not wish to make a formal complaint, we encourage you to share your experience with us.

9. Contact Information

For any inquiries related to complaints or our services, you can contact us at:

Liverpool Cycle Tours

Email: phil@liverpoolcycletours.com

Phone: 07941198223

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