The guys in the workshop at Bike Spanner are only human, and humans from time to time make mistakes. If you've been the victim of a mistake, or things just didn't work out as you'd expected, use this page to get things sorted.
Complaining can be tough, no one likes to do it, but as a consumer facing business it's vital we hear them. All communications via this page go direct to our customer care people who are not based in the workshop. Everything is confidential and resolutions are handled direct with you.
If your bike has had new parts fitted, like gear cables or a new chain/cassette, it's entirely possible that these items will require a bedding in period.
Everything might have been working fine when you picked the bike up, but within a few miles the gears might have gone a bit clicky or new bearings a bit loose.
This is why we offer a free tuneup on all our service work. Just phone ahead to warn us your on the way and we can normally do it while you wait.
As well as the manufacturers warranty on all the parts we fit we also offer a 30 day warranty on our workmanship.
If something we've done falls below our usual high standards or things don't seem how you expected them to be, we will put things right free of charge.
Get in touch via phone or email and we'll arrange for an alternative mechanic to inspect your bike and ensure it's put right.
Even with the best will in the world, sometimes we drop the ball and things just refuse to go right, that's why we have a complaints procedure.
If you have gone through the free tune-up and 30 day warranty process detailed above and are still not happy, get in touch using this complaints form.
Complaints are handled by a separate team to the workshop, no one there will know you're still unhappy.
Once we have your completed complaints form we'll investigate the issue and get right back to you.
If you've uncovered a training need it will be addressed, if someone needs a kick up the arse, boots will be put on. Whatever it takes we will work with you to ensure a happy resolution.