What is Cyclesite and how does it work?

Cyclesite is a UK marketplace for buying and selling used bikes. Sellers photograph the bike's serial number when listing, and we check it against stolen bike databases before it goes live. Buyers browse for free, message sellers, and pay through Stripe with escrow protection. Listing fees start from £10.99.

Is it safe to buy a second-hand bike on Cyclesite?

Yes. The serial number photo that sellers provide when listing does two things: it proves the seller physically has the bike, and it lets us check the serial against stolen bike databases. If the bike comes back as reported stolen, the listing is blocked. Payments go through Stripe with escrow, so your money is held until you confirm you're happy. If something goes wrong, our dispute team can step in. You can also check any bike yourself for free at cyclesite.co.uk/stolen-bikes.

How much does it cost to sell a bike?

Listing fees start from £10.99 for a standard listing. Auction listings may include additional fees. There are no hidden charges, and you can see the full pricing breakdown on our pricing page before you list.

What bikes can I find on Cyclesite?

Everything from road bikes and mountain bikes to electric bikes, gravel bikes, hybrids, kids' bikes, and folding bikes. You'll find popular brands like Specialized, Trek, Giant, Canyon, Cannondale, and Brompton, plus smaller and boutique brands. Listings cover the whole of the UK, with bikes available in London, Manchester, Birmingham, Edinburgh, Bristol, and hundreds of other towns and cities.

How are payments handled?

Secure payments are available through Stripe. When you choose to pay through the platform, your money can be held in escrow until you've confirmed the bike matches the listing. Buyers and sellers can also arrange payment directly if they prefer.

Complaints Procedure

Our Commitment

Cyclesite is committed to providing an excellent service. If something goes wrong, we want to know about it so we can put it right. This procedure explains how to raise a complaint and what to expect.

1. What You Can Complain About

This procedure covers complaints about:

Our services — Listing features, platform functionality, account management
Our staff or communications — Customer service interactions, emails, notifications
Billing and payments — Charges, refunds, or billing errors (see also our Refund Policy)
Content moderation decisions — Listing removals, account restrictions, enforcement actions
Data protection concerns — How we handle your personal data (see also our Privacy Policy)

Disputes Between Buyers & Sellers

Cyclesite is a classified advertising platform. We are not a party to transactions between users. If you have a dispute with another user about a bike purchase or sale, please refer to our Purchase Terms for guidance. You may also contact Citizens Advice or use the Small Claims Court.

2. How to Make a Complaint

Step 1: Contact Us

You can raise a complaint through any of the following channels:

Email (preferred)

support@cyclesite.co.uk — Use subject line "Formal Complaint"

Contact Form

cyclesite.co.uk/contact — Select "Complaint" as the enquiry type

Post

TPSTORES LIMITED, 128 City Road, London, EC1V 2NX

Please include:

Your name and account email address
A clear description of the issue
When it happened and any relevant reference numbers (listing IDs, order numbers)
What resolution you are seeking
Any supporting evidence (screenshots, correspondence)

3. Our Process & Timescales

Stage	Action	Timescale
1. Acknowledgement	We confirm receipt of your complaint and assign a reference number	Within 2 working days
2. Investigation	We review the complaint, gather information, and assess the issue	Up to 10 working days
3. Response	We provide a written response with our findings and proposed resolution	Within 15 working days
4. Resolution	We implement the agreed resolution (refund, correction, etc.)	Within 5 working days of agreement

If we need more time to investigate, we will let you know within the initial 15-day period and provide an updated timescale. Complex complaints may take up to 30 working days.

4. Possible Outcomes

Depending on the nature of your complaint, we may:

Apologise and explain what went wrong
Correct the issue — Restore listings, fix account problems, update records
Issue a refund or credit — Where a billing error or service failure has occurred
Change our processes — If we identify a systemic issue that needs improvement
Explain our position — Where we believe our actions were correct, with clear reasoning

5. If You're Not Satisfied — Escalation

If you are not satisfied with our response, you may escalate your complaint:

5.1 Internal Escalation

Request a senior review by emailing legal@cyclesite.co.uk with your complaint reference number. A manager or director who was not involved in the original decision will review your case within 15 working days.

5.2 External Escalation

If you remain dissatisfied after internal escalation, you may contact the following bodies:

Trading Standards

For complaints about unfair trading practices. Contact via Citizens Advice (who will refer to your local Trading Standards office).

Information Commissioner's Office (ICO)

For data protection complaints. ico.org.uk/make-a-complaint

Advertising Standards Authority (ASA)

For complaints about advertising content. asa.org.uk/make-a-complaint

Alternative Dispute Resolution (ADR)

We are not required to participate in ADR under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 and we do not currently do so. If we cannot resolve your complaint directly, you are free to take the matter to Citizens Advice (citizensadvice.org.uk), your local Trading Standards office, or the Small Claims Court (below).

Small Claims Court

For claims up to £10,000 in England and Wales. gov.uk/make-court-claim-for-money

6. Record Keeping

We maintain records of all complaints for a minimum of 3 years. This includes the nature of the complaint, our investigation, and the outcome. Records are used to identify trends and improve our services. Complaint data is processed in accordance with our Privacy Policy.

7. Governing Law

This complaints procedure is governed by the laws of England and Wales. Nothing in this procedure affects your statutory rights.

8. Contact

Complaints

Email: support@cyclesite.co.uk

Escalations

Email: legal@cyclesite.co.uk