COMPLAINTS PROCESS

Our commitment to you

At Urban E-Riders every customer is important to us, and we believe you have the right to a fair, swift, and courteous service always.

When we are in receipt of your complaint, we will deal with it promptly, effectively and in a positive manner.

Urban E-Riders Complaints Procedure

1) We will acknowledge your complaint promptly within 5 working days of receipt.

2) We will investigate your complaint and endeavour to send a final response to you within 14 days of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you an update.

3) We will endeavour to send a final response to you within 3 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 3 weeks from the date of your complaint has past and you have not received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can email them at : Complaint.info@financial-ombudsman.org.uk or ring 0800 023 4567

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

MM Healthcare trading as Urban E-Riders is Authorised and Regulated by the Financial Conduct Authority.  We are a Credit Broker and not a Lender.  We use a panel of lenders.