Terms and Conditions

Status Disclosure

Progression Bikes is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our FCA registration number is 1018373. Progression Bikes offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority

Returns Policy

Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement

Refunds (if applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded. There are certain situations where only partial refunds are granted (if applicable):

● Any item not in its original condition, which is damaged or missing parts for reasons not
due to our error; and
● Any item that is returned more than 30 days after delivery.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@progressionbikesscotland.com

Sale items
We do not offer refunds for sale items, unless they are faulty.

Exchange (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at info@progressionbikesscotland.com and post your item to: Progression Bikes, The Industrial Shed, St Ninians Wynd, Dunkeld, Perthshire, PH8 0AT

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, please mail your product to: Progression Bikes, The Industrial Shed, St Ninians Wynd, Dunkeld, Perthshire, PH8 0AT with your details and reason for returning. You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

Right to cancel
In addition to our Returns Policy, under the Consumer Contracts Regulations of 2013, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.
We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

If you are not entirely happy with your recent experience, please raise a complaint by contacting us at info@progressionbikesscotland.com. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within [days/weeks to resolve], we will send you a final response detailing our resolution. If we are unable to provide you with a final response at [days/weeks to resolve], we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.
To exercise your right to cancel follow the steps below:
● Please call us on 01350 727629 or email us at info@progressionbikesscotland.com

Vulnerable Customer Policy

1. Purpose

This policy outlines our commitment to supporting vulnerable customers, ensuring they are treated fairly and equitably. We recognize that vulnerability can arise due to a range of circumstances, and it is our duty to offer the appropriate support and services to these customers in a way that protects their rights, dignity, and financial well-being.

2. Scope

This policy applies to all employees, contractors, and representatives of Progression Bikes who have interactions with customers. It also covers all services, products, and communication channels through which customers engage with our company.

3. Definition of Vulnerability

A vulnerable customer is defined as someone who, due to personal circumstances, is at a higher risk of experiencing harm or detriment when engaging with our services. Vulnerability can be temporary, intermittent, or permanent and may arise due to:

Physical or mental health issues (e.g., disabilities, cognitive impairments, chronic illnesses)
Age-related factors (e.g., older adults with declining faculties, young people with limited experience)
Financial difficulties (e.g., sudden unemployment, heavy debt burden)
Life events (e.g., bereavement, divorce, domestic violence)
Communication barriers (e.g., language, literacy, or digital skills)

4. Identifying Vulnerable Customers

To ensure vulnerable customers receive the appropriate level of care, we will:

Train staff to identify potential signs of vulnerability, including difficulty understanding information, frequent requests for clarification, or signs of distress.
Encourage customers to voluntarily disclose their circumstances that may render them vulnerable.
Use a range of channels (telephone, digital, face-to-face) to identify signs of vulnerability across all interactions.

5. Treating Vulnerable Customers Fairly

Our approach to treating vulnerable customers includes the following key principles:

Respect and Empathy: Staff must treat all customers with patience, empathy, and respect, understanding the individual’s circumstances without judgment.
Tailored Communication: We will ensure that our communication methods are accessible and understandable. This may involve using plain language, offering information in alternative formats (such as large print or braille), and allowing more time for explanations.
Inclusive Support: Vulnerable customers will be offered the opportunity to have a family member, carer, or advocate present during discussions, ensuring that they feel supported in making decisions.
Flexible Solutions: We will adapt our services and products to meet the needs of vulnerable customers. This may include flexible payment plans, longer decision-making periods, or prioritizing urgent assistance where necessary.

6. Consent and Decision-Making

Ensuring that vulnerable customers can make informed decisions is essential. To support this:

We will clearly explain products, services, or changes to account terms to ensure customers understand the implications of their decisions.
We will provide additional time for decision-making where required and ensure that vulnerable customers are not pressured into quick decisions.
If necessary, and with the customer’s consent, we may involve a third party (e.g., a trusted family member, carer, or legal representative) to assist with key decisions.

7. Data Protection and Confidentiality

We are committed to protecting the privacy and confidentiality of all customers, including those who are vulnerable. Any information related to a customer’s vulnerability will be handled in accordance with our data protection policy and the relevant privacy laws (e.g., GDPR). Customers’ personal information will only be used to improve service provision and will not be shared without consent unless required by law.

8. Staff Training and Support

We recognize the importance of training our staff to effectively assist vulnerable customers. To this end, we will:

Provide comprehensive training on how to identify, support, and communicate with vulnerable customers.
Equip staff with the knowledge of internal resources, referral systems, and external support services that can assist vulnerable customers.
Create a safe environment where employees feel comfortable reporting concerns about customers who may be at risk.

9. Continuous Monitoring and Improvement

We are committed to regularly reviewing and improving our approach to vulnerable customers. This includes:

Gathering feedback from vulnerable customers and their representatives to improve our processes.
Conducting annual reviews of this policy to ensure compliance with legal obligations and best practices.
Engaging with industry-wide initiatives to better understand the evolving needs of vulnerable customers.

10. Escalation and Complaints

If a vulnerable customer feels that they have been treated unfairly or their needs have not been met, they are encouraged to raise their concerns through our formal complaints process. We will treat such complaints with urgency, care, and transparency, aiming for a timely resolution.

11. Conclusion

Progression Bikes is dedicated to ensuring that all customers, especially those in vulnerable circumstances, are treated fairly, respectfully, and with the appropriate level of support. We will continue to invest in training, systems, and services that promote inclusion and protect the interests of our vulnerable customers.

Date of Issue: 30/09/2024
Policy Owner: Progression Bikes
Next Review Date: 30/09/2025