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FCA Regulated Products And Services Complaints

Procedure

At Tredz, we are committed to providing our customers with the best possible service. We take accountability and want to make sure we deliver on our promises, however we understand that sometimes things do not always go to plan, and we may need to put things right.

If things do not go to plan or you are not satisfied with any product or service, we have provided; our internal complaint handling procedures are there to support you and recognise your concerns. We take all complaints seriously and value customer feedback so that we can improve our service levels and offer the most appropriate products. We always aim to investigate complaints quickly, to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. If our service does not meet our usual high standards, we will take action to rectify the issue.

If we receive a complaint which is the responsibility of one of our partners (e.g. Novuna, PayPal, Ripe Insurance) providing a regulated product or service, your concerns will be referred to them in writing. We will also contact you confirming that your complaint has been referred on and provide our partner details.

If you have any support needs or requirements, please let us know so we can provide further support throughout your complaint.

You can contact us via Live Chat, email us at info@tredz.co.uk or call us on 01792 799508.

How long will it take?

Whilst your complaint is being investigated, you will receive updates on the progress of the investigation via email/telephone/post (let us know which is best).

On the rare occasion that we are unable to resolve a complaint within eight (8) weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.

What to do if we can't reach an agreement

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can see if we can provide any more assistance.

If you are not satisfied with our response to your complaint or we have not provided a final response to your complaint within eight (8) weeks of receipt, you can refer the matter to the Financial Ombudsman Service. You must contact them within six (6) months of the date of our final response letter to you.

They can be contacted in the following ways:

  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Telephone: 0300 123 9123
  • E-mail: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk

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© Performance Cycling Limited 2025. Tredz is a trading name of Performance Cycling Limited. All Rights Reserved Company No. 03398601 | VAT No: 797 0776 69

Performance Cycling Limited trading is registered in England and Wales 03398601. Registered office: Icknield Street Drive, Washford West, Redditch, Worcestershire, England, B98 0DE.

Performance Cycling Limited t/a Tredz and Tredz Bikes is authorised and regulated by the Financial Conduct Authority and acts as a credit broker and not a lender, offering finance products from a restricted range of finance providers including PayPal UK Ltd and Mitsubishi HC Capital UK PLC.

PayPal Credit is a trading name of PayPal UK Ltd, 5 Fleet Place, London, United Kingdom, EC4M 7RD. Your actual interest rate and credit limit may vary depending on your individual circumstances.

Terms and conditions apply. Credit subject to status. UK residents only. PayPal Credit Representative Example: Representative 23.9% APR (variable), Purchase interest rate 23.9% p.a. (variable), Assumed credit limit £1,200.00.

Learn more about PayPal Credit

PayPal Pay in 3 is a trading name of PayPal UK Ltd, 5 Fleet Place, London, United Kingdom, EC4M 7RD. Your actual interest rate and credit limit may vary depending on your individual circumstances.

PayPal Pay in 3 is not regulated by the Financial Conduct Authority. Pay in 3 eligibility is subject to status and approval. 18+. UK residents only. Pay in 3 is an unregulated credit agreement.

Learn more about Pay in 3

Novuna is a trading name of Mitsubishi HC Capital UK PLC, Novuna House, Thorpe Road, Staines-Upon-Thames, Surrey, TW18 3HP.

Novuna finance products are subject to status.  UK residents only. 18+.  Terms and Conditions apply.

† Novuna Representative Example: If total purchase price is £4,255.52 and your selected term is 36 months 14.9% APR Representative, Annual Interest Rate 14.9% p.a. Fixed with £0 deposit you would pay £145.38 per month. Total amount payable will be £5.233.68 with a cost of credit of £978.16.

† Novuna Buy Now Pay Later Representative Example: If total purchase price is £4,255.52, payment holiday of 12 months followed by 24 monthly payments. 9.9% APR Representative, Annual Interest Rate 9.9% p.a. Fixed with £0 deposit you would pay £213.02 per month. Amount of Credit £4255.52, Total amount payable will be £5,112.48 with a cost of credit of £856.96. If the loan amount is voluntarily paid in full before the deferral period ends, interest will be waived but an early settlement fee up to £29 will apply.

Prior to taking out any form of credit you should ensure that the payments are affordable and how you will repay them. Taking on additional credit may make other borrowing more difficult or expensive. See product terms for more details.

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