Complaints Policy
COMPLAINTS POLICY
Sevenoaks Bikes always endeavours to provide the best service. However, on rare occasions, there may be times when a customer may not be completely satisfied.
To ensure our business can put things right for you, as soon as possible after the completion of the service works or product supplied, please inspect to ensure that any service work has been carried out to your satisfaction. If we have supplied a bike or other product, please inspect it to make sure all is well.
If you have any concerns, please contact us straight away with either by phone or email.
Business Complaint Procedure
On receipt of a complaint, we always aim to respond within 5 days.
We will arrange a convenient date for you to bring the product or bike serviced into our workshops within 7 days for inspection.
In the unlikely event we are unable to resolve your complaint, it may be necessary to elevate to another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree to a final resolution; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
Sevenoaks Bikes has access to an Alternative Dispute Resolution (ADR) service for our product supply, service, repair or maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
Bike and eBike Service Packages
Tune Up
Recommended for new bikes to maintain performance; or rarely used bikes that need some TLC to revive them. This package is also
perfect for checking the bike in advance of your next cycle event or trip:
- Wheels inspected for misalignment. Check spokes, rims and tyres for damage/wear
- Drivetrain inspected for wear - check chain, chainrings and jockey wheels
- Gers inspected for reliable shifting - cable tension and limit screws adjusted if required
- Brake systems inspected for reliability and performance. Calipers, pads and rotors cleaned to eliminate contamination. Condition of pads, blocks and discs assessed
- Headset checked and adjusted to remove play
- All bolts torqued to manufacturer’s specification
- Report obvious defects
- E-Bike firmware checked for updates
Price = £55
Dialled-In
Our bi-annual service package is perfect for more frequent riders. For all-seasons riders we recommend a service after the Summer and Winter seasons to maintain
reliable performance whatever the weather.
- Complete drivetrain removal, degrease and re-lubrication (ultrasonic chain deep clean is an additional £30)
- Wheels inspected for misalignment and trued/tensioned if required
- Brake systems fully checked and hydraulic systems are bled if required
- Gear systems fully checked and indexed including mech hanger alignment
- All bolts torqued to manufacturers specification
- Electrical contacts checked and cleaned
Price = £100
Overhaul
Our most comprehensive service package. A complete strip and rebuild to reclaim that box fresh feeling. Recommended for cyclists
who will ride whenever and whatever they can. Recommended once a year before the Spring/Summer season.
- Complete drivetrain removal, degrease and re-lubrication (ultrasonic chain clean and lubrication is an additional £30)
- Wheels inspected for misalignment. and trued/tensioned if required
- Hubs, headset and bottom bracket inspected and fully serviced if required. All other frame bearings inspected
- Brake systems fully checked and hydraulic systems are bled if required
- Gear systems fully checked and indexed including mech hanger alignment
- All bolts torqued to manufacturers specification
- E-Bike motor housing removed and cleaned
Price = £195
Bike and eBike Servicing Menu
Suspension
- Fork fit/removal £30.00
- Fork service (lowers) £50.00
- Fork service (full) £90.00
- Rear shock air can service £50.00
- Linkage bearing replacement £50.00
Brakes
- Brake adjustment (rim/v-brake) £25.00
- Disk rotor fit/true £10.00
- Hydraulic brake bleed (per brake) £25.00
- Hydraulic brake service £45.00
- Install brake £25.00
- Install brake pads (per brake) £10.00
- Install mechanical brake cable £10.00
- Replace inner and outer brake cable (mechanical) £40.00
- Replace/shorten hydraulic brake cable + bleed £40.00
Steering
- Bar tape fitting £25.00
- Drop handlebar fitting with tape £40.00
- Flat handlebar fitting £15.00
- Headset replacement/service £30.00
Electrics & Diagnostics
- Contact cleaning £15.00
- E-bike update/diagnostics £20.00
- Cable replacement (per cable) £30.00
- Motor housing removal and clean £30.00
- Motor removal/replacement £80.00
Transmission
- Bottom bracket service/fit £35.00
- Cassette fit/removal £20.00
- Chain/tensioner/guard fitting £20.00
- Derailleur fitting £15.00
- Gear hanger alignment/fitting £20.00
- Gear indexing £25.00
- Install chain set £30.00
- Install inner gear cable £10.00
- Replace chain ring £20.00
- Replace electronic gear cable £15.00
- Replace full gear cable (inner and outer) £40.00
- Full drivetrain degrease £55.00
Wheels & Tyres
- Front hub service £20.00
- Replace spoke (per spoke) £25.00
- Replace tyre/tube £15.00
- Tubeless tyre fitting (per tyre / +£5 without rim tape) £20.00
- Tubular tyre fitting (per tyre) £50.00
- Wheel build £80.00
- Wheel true £25.00
- Rear hub service £40.00
- Replace tyre/tube (hub-drive e-bike) £25.00
- Sealant top-up £15.00
Miscellaneous
- Accident/general insurance quote £30.00
- Bike build from box £60.00
- Bike wash £30.00
- Box bike for travel (+£50 for reassembly) £50.00
- Di2 diagnostics £20.00
- Full bike build (+£25 internal routing) £175.00
- Internal routing surcharge £10.00
- Storage charger per day, after 7 days £1.00
Shimano Certified Service Centre
Sevenoaks Electric Bikes are a Certified Shimano Ebike Motor Service Centre.
Book your ebike in for a gear and motor service today with our certified engineers.
Bosch Certified Service Centre
Sevenoaks Electric Bikes are a Certified Bosch Ebike Motor Service Centre.
Book your Bosch ebike motor in for a service today.
I never trust my electric mountain bike to anyone else. Great team who really know what they're doing. Bike rides like new everytime. Highly recommended
My road bike's electronic gear shift can be notoriously tricky to set-up, but the team at Sevenoaks have earned their status as a Shimano Centre of Excellence!
