FCA Disclosure Policy for The Electric Transport Shop
Ltd
The Electric Transport Shop Ltd offers financing options for the purchase of electric transport
products through our partner finance provider, V12 Retail Finance. V12 Retail Finance Limited
acts as a credit broker, not a lender, and introduces customers to Secure Trust Bank PLC, its
parent company. V12 Retail Finance Limited is authorised and regulated by the Financial
Conduct Authority (FCA) for regulated credit products with registration number 679653. Not all
products or services offered by V12 Retail Finance Limited are regulated and therefore do not
offer the protections of the regulatory system.
FCA Disclosure Policy
Introduction: The Electric Transport Shop Ltd is committed to ensuring transparency and
providing our customers with all necessary information regarding the regulated financial
services offered through our partner, V12 Retail Finance, in connection with the sale of our
electric transport products. This policy outlines the key disclosures we make to comply with the
regulations set forth by the Financial Conduct Authority (FCA).
Regulatory Information: Financing for purchases from The Electric Transport Shop Ltd is
provided by V12 Retail Finance Limited, which acts as a credit broker and not the lender. V12
Retail Finance Limited is authorised and regulated by the Financial Conduct Authority (FCA) for
regulated credit products under registration number 679653. Secure Trust Bank PLC is the
lender and is authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority under registration number 204550.
The Electric Transport Shop Ltd is an appointed representative of V12 Retail Finance Limited
and our FCA registration number is 625355. Our permitted business includes Electric Bike
Sales.
Key Disclosures:
Credit Agreements: When offering financing options for the purchase of our electric transport
products through V12 Retail Finance, we will ensure that the following information is clearly
disclosed to you before you enter into any agreement:
● The total amount of credit being offered.
● The Annual Percentage Rate (APR), which includes the interest rate and any other
applicable charges. The availability of interest-free finance and interest-bearing finance
options will be clearly stated, along with the applicable APRs.
● The total amount payable by you, including the principal and interest (if applicable).
● The repayment schedule, detailing the number and frequency of payments.
● Details of any fees or charges that may apply, such as arrangement fees or late payment
fees.
● Information about the option to make no repayments for a deferred period under Buy
Now Pay Later schemes, if offered.
● Your right to withdraw from the credit agreement within a specified period, if applicable.
● A clear statement indicating whether the specific credit product offered is regulated by
the Financial Conduct Authority and the implications of this regarding protection and
access to the Financial Ombudsman Service.
Financial Promotions: All our marketing materials related to financial services will be clear, fair,
and not misleading, adhering to the FCA's rules for financial promotions. We will ensure that all
significant information is easily understandable and presented in a balanced way.
Redress: If you have a complaint related to the regulated financial services provided by V12
Retail Finance and you are not satisfied with their final response, you may be eligible to refer
your complaint to the Financial Ombudsman Service free of charge. Further information
regarding the Financial Ombudsman Service can be found on their website at
www.financial-ombudsman.org.uk.
Accessibility: This FCA Disclosure Policy will be readily available on our website. A copy of
this policy can also be provided to you in other formats upon request.
Review: This policy will be reviewed and updated periodically to ensure ongoing compliance
with the latest FCA regulations and best practices.
This policy is specific to the disclosure requirements related to the financial services offered
through our partner, V12 Retail Finance. For any other products or services offered by The
Electric Transport Shop Ltd, our standard terms and conditions will apply.
Complaints Policy for The Electric Transport Shop Ltd
At The Electric Transport Shop Ltd, we are committed to providing high-quality electric transport
products and excellent customer service. This Complaints Policy outlines our process for
handling complaints fairly and efficiently. Please note that complaints regarding financing
arranged through V12 Retail Finance should initially be directed to V12 Retail Finance using the
contact details provided below.
Complaints Policy
Our Commitment: At The Electric Transport Shop Ltd, we are committed to providing
high-quality electric transport products and excellent customer service. We understand that
sometimes things can go wrong, and we value your feedback. This policy outlines our process
for handling complaints fairly and efficiently.
How to Make a Complaint (Excluding Finance): For complaints not related to financing, you
can submit a complaint to us through the following channels:
● Phone: Please call our customer service team at 0203 743 3333.
● Email: You can email us at sales@electricbikesales.co.uk.
● In Writing: Please send your written complaint to:
Complaints Department The Electric Transport Shop Ltd 118-120 Newmarket Road,
Cambridge, CB5 8HE
● Online Form: You can submit a complaint via a form on our website at
[https://www.electricbikesales.co.uk/pages/contact/].
How to Make a Complaint (Finance): If your complaint relates to the financing of your
purchase, please contact V12 Retail Finance directly using the following methods:
● Secure Message: Through the V12 Self Service Portal or their AppToPay App.
● In Writing:
V12 Retail Finance 25-26 Neptune Court Vanguard Way Cardiff CF24 5PJ
● Phone: 029 2046 8900 (Customer Services) or 03331 22 11 19.
What Information to Provide:
● For complaints to The Electric Transport Shop Ltd (excluding finance): Please
provide your full name and contact details, order number, a clear description of your
complaint, any supporting documents, and what you would like us to do to resolve it.
● For complaints to V12 Retail Finance (finance-related): Please provide your name,
address, contact phone number, account details (if available), and a clear explanation of
your query.
Our Complaints Handling Process (The Electric Transport Shop Ltd - Excluding Finance):
1. Acknowledgement: We will acknowledge receipt of your complaint promptly, usually
within 5 working days. We will provide you with a reference number for your complaint.
2. Investigation: We will thoroughly investigate your complaint.
3. Keeping You Informed: We will keep you informed of the progress of our investigation.
4. Our Response: We aim to provide you with a final response to your complaint within 25
working days for general sales complaints.
Escalation:
● General Sales Complaints: If you are not satisfied with our final response to a general
sales complaint, you may request that your complaint be escalated to a manager for
further review.
● Financial Services Complaints: If your complaint relates to regulated financial services
provided by V12 Retail Finance and you are not satisfied with their final response, you
have the right to refer your complaint to the Financial Ombudsman Service free of
charge. This should be done within six months from the date of V12 Retail Finance’s
final response. Their contact details are provided in our FCA Disclosure Policy.
Record Keeping: We will maintain records of all complaints we receive to help us monitor
trends and improve our services.
Accessibility: This Complaints Policy is easily accessible on our website.
Review: This policy will be reviewed periodically.