We want to learn all we can from our customers so that we can ensure that our policies, procedures and level of service meet your needs and expectations. We want to know what you enjoyed about your ride and where we did not meet your expectations. If you want to raise an issue we undertake to deal with it efficiently, resolve it promptly and act on it to improve our service.
How to contact us
You may contact us by letter, email, telephone or in person.
If you wish to raise an issue, pay a compliment or make a complaint about your experience your first port of call should, in most cases, be the Parkcycle Manager (booking@parkcycle.co.uk).
If the Parkcycle Manager or their staff are unable to resolve the matter they will refer it to the Head of Commercial Operations.
If you have a complaint about enforcement of the Park Regulations including speeding tickets issued by the Police you should contact the headquarters of the Royal Parks directly at "The Royal Parks, Old Police House, Hyde Park Londond W2 2UH. Tel 0300 161 2000.
If you have feedback or a complaint about any aspect of your visit to Richmond Royal Park which is unrelated to bike hire, you should contact the Royal Parks by using their form
What happens next?
We aim to acknowledge or reply to your comments within 48 hours (two full working days) and send a full reply within 10 working days. If this is not possible, we will explain why and let you know how long it will take.
If you have made a complaint and are unhappy with our initial response, you should contact us again and ask for the matter to be passed to a more senior member of staff. If you are still not satisfied, then you can ask for your complaint to be referred to the Chief Executive’s Office. If you are unhappy with the Chief Executive’s response, we will advise you of your next steps.