Customer Complaints and Refund Policy
Compass Motorcycle Excellence
Compass Motorcycle Excellence is committed to providing professional, safe and high-quality motorcycle rider training. We value feedback from our clients and aim to resolve any concerns promptly, fairly and respectfully.
1. Making a Complaint
If you are dissatisfied with any aspect of our training, service or customer experience, we encourage you to raise your concern with us as soon as reasonably possible.
Complaints may be made:
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By email;
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In writing; or
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Directly to the instructor.
Please provide as much information as possible, including your name, the date of the training, the nature of your complaint and the outcome you would like us to consider.
2. Handling Complaints
Compass Motorcycle Excellence will acknowledge complaints where appropriate and will investigate them fairly and impartially.
We will consider the information provided by the client together with any relevant training records, communications or other available information.
We aim to respond to complaints within 14 days. Where a complaint requires further investigation, we will explain the reason for any delay and provide an expected timescale for our response.
We will treat complaints confidentially and will not disadvantage a client for making a genuine complaint.
Where a complaint identifies that our service has not been provided as agreed or with reasonable care and skill, we will consider an appropriate remedy in accordance with applicable consumer law.
3. Course Cancellations by the Client
For pre-paid motorcycle training courses, a client who cancels 7 days or more before the scheduled course start date will receive a full refund of the amount paid for the cancelled course.
Where a client cancels less than 7 days before the scheduled course start date, the pre-paid course fee will normally be non-refundable.
Cancellation requests should be made in writing, preferably by email, and the date the cancellation request is received will be used when determining whether the 7-day cancellation period has been met.
This cancellation policy is subject to any statutory consumer rights that may apply. Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.
4. Cancellation by Compass Motorcycle Excellence
Compass Motorcycle Excellence may occasionally need to cancel or rearrange a training session due to circumstances including severe weather, unsafe road conditions, instructor illness, motorcycle or equipment failure, or other circumstances beyond our reasonable control.
Where we cancel a pre-paid course and cannot offer a suitable alternative date, the client will be offered a full refund of the amount paid for the cancelled training.
Where appropriate, we will endeavour to offer an alternative training date before processing a refund.
5. Refunds
Approved refunds will normally be made using the original payment method.
Refunds will be processed without undue delay and, where applicable, in accordance with statutory requirements.
No refund policy will affect a client's statutory rights where a service has not been provided in accordance with applicable consumer law.
6. Exceptional Circumstances
Compass Motorcycle Excellence may consider individual circumstances where a client is unable to attend due to exceptional or unforeseen circumstances. Any such decision will be made at our discretion and will not create an automatic entitlement to a refund or future exception.
7. Consumer Rights
This policy is intended to operate alongside applicable UK consumer protection legislation, including the Consumer Rights Act 2015.
Nothing in this policy excludes, restricts or limits any statutory right or remedy that cannot legally be excluded or limited. Consumer service providers have obligations regarding reasonable care and skill and fair contractual terms.
8. Policy Review
Compass Motorcycle Excellence may review and update this policy from time to time to reflect changes in legislation, business practice or customer requirements.
Policy applies to: Clients of Compass Motorcycle Excellence
Business: Compass Motorcycle Excellence
Website: www.compass.me.uk
