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Feedback and Complaints Policy 

Cycles Of Life Limited (COL) welcomes positive feedback and constructive criticism. We are very grateful for our stellar reviews and feedback both verbal and through online platforms. We genuinely care about our customers and the services we provide. We are also committed to the fair handling of complaints, if and when they should arise, and we will use these in our review and improvement processes that occur on monthly and annual bases. Any complaint will be investigated thoroughly and dealt with according to the merit of the complaint. The circumstances and results of any complaint will be analysed by senior management for their implications and acted on appropriately so as to remove any grounds for future complaint by improving functions.

Making Complaints 

Customers are welcome to provide us with constructive feedback or complaints to us by way of email or standard mail. Contact us at info@gentlecycling.co.nz or by mail to 59 Beach Road, Tahunanui, Nelson, 7011

Recording and Resolution of a Complaint (If ever required):

• Complaint is recorded
• COL management investigates the complaint 
• Clients are notified of the outcome of the complaint within a reasonable time frame 
• All complaints, resolution and improvement action are filed and recorded 
• Complaints are used in monthly and annual review cycles to inform and improve our systems 

 Dissatisfied Outcome 

• Should the client not be satisfied they may seek arbitration by a third party acceptable to all parties to the grievance 
• If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request COL to seek the services of a third party 
• Arbitration will be undertaken when both COL and the client agree on a third party 
• If the complaint/grievance is still unresolved, the client will be advised of external organizations of appeal