Terms And Conditions and Complaints

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

WE ARE NOT RESPONSIBLE FOR WEBSITES WE LINK TO

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.

OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

Whether you are a consumer or a business user:

  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
  • Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our terms and conditions of supply.

If you are a business user:

  • We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
  • We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
    • use of, or inability to use, our site; or
    • use of or reliance on any content displayed on our site.
  • In particular, we will not be liable for:
    • loss of profits, sales, business, or revenue;
    • business interruption;
    • loss of anticipated savings;
    • loss of business opportunity, goodwill or reputation; or
    • any indirect or consequential loss or damage.

If you are a consumer user:

  • Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

HOW WE MAY USE YOUR PERSONAL INFORMATION

We will only use your personal information as set out in our Privacy Policy.

WE ARE NOT RESPONSIBLE FOR VIRUSES AND YOU MUST NOT INTRODUCE THEM

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

RULES ABOUT LINKING TO OUR SITE

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

If you wish to link to or make any use of content on our site other than that set out above, please contact performance@pearsoncycles.co.uk.

WHICH COUNTRY’S LAWS APPLY TO ANY DISPUTES?

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Vulnerable Customer policy and staff training.

Definition of vulnerable customers:

  • Elderly individuals.
  • Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
  • Customers experiencing financial hardship or debt-related difficulties.
  • Customers with limited English proficiency or communication barriers.
  • Individuals identified as vulnerable by a recognised authority or social service agency.

Identification and training:

  • All employees will undergo regular training to recognise signs of vulnerability and understand the appropriate actions to take.
  • Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.
  • Managers and supervisors will receive additional training to handle complex cases and provide necessary support.

Communication and accessibility:

  • Provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print or braille).
  • Offer translation or interpretation services for customers with limited English proficiency.
  • Ensure physical facilities are accessible to customers with mobility impairments.

Support and assistance:

  • Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalised support.
  • Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.
  • Provide assistance with form filling, document submission, or navigating online platforms if required.
  • Establish referral partnerships with external organisations or agencies to connect vulnerable customers with additional support services.

Data protection and confidentiality:

  • Ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality.
  • Obtain explicit consent from customers before sharing their information with external agencies or organisations, unless legally required or in the customer's best interest.

Complaints and feedback:

  • Provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email, or in-person).
  • Designate a dedicated contact person to handle complaints related to vulnerable customers promptly and sensitively.
  • Regularly review and analyse complaints to identify areas for improvement in the vulnerable customer support process.

Staff training and awareness:

  • Conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding.
  • Provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy.
  • Foster a culture of respect, inclusivity, and non-discrimination throughout the organisation.

Complaints

If you are not entirely happy with your recent experience, please raise a complaint by contacting our care team at care@forge1860.com, or alternatively call +442086422095 or by post to Forge 1860 Ltd 232 Upper Richmond Road, London. SW148AG. We aim to resolve your complaint as quickly as possible, and if we can resolve your complaint within two weeks, we will send you a final response detailing our resolution.