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Complaints Policy

At Noble Pedal, we are committed to providing a high standard of service and quality products. However, we recognise that there may be occasions where things do not go as expected.

If this happens, we want to hear from you so we can resolve the issue quickly, fairly, and professionally.

What Is a Complaint?

A complaint is any expression of dissatisfaction regarding our products, services, or the way your order has been handled.

How to Make a Complaint

You can contact us using:

Please include:

  • Your name and order number
  • A clear description of the issue
  • Any relevant photos or supporting information

What Happens Next

We aim to handle all complaints promptly and efficiently:

  • Acknowledgement: within 24 hours
  • Investigation: we will review the issue thoroughly with the relevant supplier where necessary
  • Resolution: we aim to provide a full response within 3–7 working days

If more time is required, we will keep you informed throughout the process.

Resolution Outcomes

Where a complaint is upheld, we will aim to resolve the issue appropriately. This may include:

  • Repair or replacement of the product
  • Refund in line with our Returns Policy
  • Assistance with warranty claims
  • Alternative solutions where applicable

Supplier & Warranty Considerations

As we work with a network of trusted suppliers, certain complaints — particularly those relating to technical issues or warranty claims — may require coordination with the manufacturer.

We will manage this process on your behalf and keep you updated at every stage. You can read more in our Warranty Policy.

Escalation

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed further.

We are committed to reaching a fair resolution wherever possible.

Continuous Improvement

We take all complaints seriously and use them as an opportunity to improve our products, services, and customer experience.

We are here to help and will always aim to resolve issues as quickly and fairly as possible.

Any questions?

Our UK-based team is happy to help. We aim to respond to every enquiry within 24 hours.