How do I make a complaint?

eBike aim to provide a high standard of service at all times. However, we recognise that things can occasionally go wrong. When this occurs, we want to hear about it so that we can try to put things right. We are committed to investigating your complaint promptly and will keep you informed of progress throughout.

Contact Us

You can make a complaint verbally, in writing or by email at any time during the insurance process. We may ask you to provide written details to help us understand the nature of your complaint and to assist in resolving matters for you. When you contact us please give us your name and a contact telephone number.

Please also quote your reference number and explain the reason for your complaint.
It is our intention to provide you with a high level of service at all times. In the unlikely event that you should have cause for complaint, please write to the Complaints Manager at this address:

Complaints Manager
eBike
Brightside Park
Severn Bridge
Aust
Bristol
BS35 4BL

Telephone: 0333 005 2453
Email: bike@brightsideinsurance.co.uk

We will acknowledge receipt of your complaint in writing promptly and provide you with a timescale for a full response.
We will endeavour to provide you wih a final response within 8 weeks.
This complaints notification procedure does not affect your right to take legal action.

Financial Ombudsman Service

If you remain dissatisfied with our response to your complaint you may be able to refer the matter to the Financial Ombudsman Service. To use their service you must be eligible and your complaint must be sent to them within 6 months of our final response letter. You can contact them at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

If you took your policy out online

The Online Dispute Resolution (ODR) service has been established by the European Commission to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved. The route is designed mainly to facilitate complaints where the customer and providers are in different countries but you may also be eligible to use this service. It allows cunsumers to submit their contractual dispute and conduct the ADR procedure online and in any of the 23 official languages of the European Union.

Website: Click here for the ODR website.