Complaints Procedure
Something not gone to plan? Tell us.
We want every experience with Win Your Dream Bike to be a good one. If something has gone wrong, or you’re unhappy with any part of our service, please let us know.
We’ll take your complaint seriously, look into it properly and do our best to put things right.
Within 24 hours
We’ll acknowledge your complaint.
Within 7 days
We aim to resolve most complaints.
If we need longer
We’ll explain why and keep you updated.
How to make a complaint
The easiest way to contact us is by email:
hello@winyourdreambike.co.uk
You can also write to us at:
WIN YOUR DREAM LTD
11 Waterloo Place
Leamington Spa
CV32 5LA
To help us look into things as quickly as possible, it’s useful to include:
- your name and the email address linked to your WYDB account;
- a clear explanation of what has happened;
- any relevant competition, order or ticket details;
- any dates or other information that might help us investigate; and
- what you would ideally like us to do to resolve the issue.
Don’t worry if you don’t have all of that information — just tell us what you can and we’ll take it from there.
What happens next
We’ll acknowledge your complaint within 24 hours and confirm that it is being looked into.
A member of the WYDB team will then investigate the issue. Depending on the complaint, this might involve reviewing your account or order history, checking competition records, speaking to members of the team or reviewing other relevant information.
We aim to resolve complaints within seven days wherever reasonably possible.
Once we’ve completed our investigation, we’ll explain:
- what we found;
- our decision;
- anything we’re doing to put the matter right; and
- any further action we’re taking as a result.
If the issue is more complicated and we need longer than seven days, we’ll let you know why and keep you updated on progress.
If you’re still not happy
If you’re unhappy with our initial response, you can ask us to review your complaint again.
The complaint will then be escalated to a senior member of the WYDB team or a company director who was not responsible for the original response wherever reasonably possible.
They’ll review the complaint, the information considered and the decision made before providing you with our final response.
If you remain dissatisfied after our internal complaints process has been completed, you may also wish to seek independent advice from organisations such as Citizens Advice or Trading Standards, or use any independent dispute-resolution route that may be applicable to your complaint.
Your information
We’ll handle complaints sensitively and only use the information you provide for the purposes of investigating, responding to and learning from your complaint.
Any personal information will be handled in accordance with our Privacy Policy.
Learning from complaints
Complaints can also help us improve.
Where a complaint highlights a problem with one of our processes, systems, communications or policies, we’ll consider whether changes are needed to prevent the same issue happening again.
We periodically review complaints and their outcomes as part of our wider approach to customer service, compliance and player protection.