V12 Retail Finance provided by Secure Trust Bank PLC T/A V12 retail finance Ltd. Applications have a minimum spend and are subject to status. Not all products offered by Secure Trust Bank T/A V12 Retail Finance are regulated by the Financial Conduct Authority.
Complaints procedure
We take customer satisfaction seriously and strive to provide the best possible service at all times. If you have a complaint about a product or service, please follow our complaints procedure:
Contact customer service: If you have a complaint, please contact our customer service team first on the details below. Explain the nature of your complaint and provide any relevant details such as your order number or tracking information.
Provide evidence: If you have any evidence to support your complaint, such as photographs or screenshots, please include these in your communication. This can help to speed up the resolution process and ensure that we understand the nature of your complaint.
Allow time for a response: We strive to respond to all complaints within 14 days from the date of receipt, depending on the nature of your complaint and our policies. During this time, our team will investigate your complaint and respond.
Raw Outdoors
If you are not satisfied with the response from our customer service team, you can escalate the complaint to The Financial Ombudsman Service.
Vulnerable customer policy
Our Vulnerable Customer Policy is a set of guidelines and procedures put in place to ensure that customers who are considered vulnerable are given the appropriate level of support and protection. This policy typically includes measures to identify vulnerable customers and provide them with tailored services to meet their specific needs.
The policy also outlines how our organisation trains its staff to recognise and respond to vulnerable customers, and how it will monitor and review its policies and practices to ensure they are effective and compliant with relevant laws and regulations.
What happens if I cancel or return my order?
At Raw Outdoors, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may be eligible for a refund or exchange. Please read our refund policy carefully to understand your rights.
As soon as Raw Outdoors have accepted your cancellation/return, then V12 Retail Finance will make any necessary adjustments to your balance and provide further help if needed.
14 Day Returns – Consumer Contracts Regulations of 2014
Under the Consumer Contracts Regulations of 2014, you have the right to cancel your order within 14 days of receiving it. To exercise this right, please contact us within 14 days of receipt of your order to let us know that you wish to cancel. You can do this by email, phone or in writing.
Please note that the item(s) must be returned in their original condition and packaging, and you will be responsible for the cost of returning the item(s). Once we receive the returned item(s), we will issue a refund within 14 days of receiving the cancellation notice.
Exceptions to this rule include:
- Customised or personalised items
- Helmets
30 Day Returns – Consumer Rights Act of 2015
Under the Consumer Rights Act of 2015 , you have the right to return an item if it is faulty, not as described or does not perform as expected. If you believe that your item is faulty or not as described, please contact us as soon as possible after receiving your order to report the issue.
We will arrange for the item to be collected from you, or for you to return it to us, and will inspect it to verify the issue. If we agree that the item is faulty or not as described, we will offer you the choice of a replacement, repair or refund. If you choose a refund, we will issue it within 14 days of agreeing to the refund.
Please note that this policy does not apply to faults or damage caused by accident, neglect or misuse of the item.