At Custom Patches London, we are committed to providing high-quality products and excellent customer service. We value your feedback and take all complaints seriously. This Complaints Policy outlines how you can raise a concern and how we will work to resolve it fairly, transparently, and promptly.
Our Commitment
We aim to handle complaints in a courteous, efficient, and professional manner. If something has gone wrong, we want to understand the issue and put it right as quickly as possible.
We treat all complaints in confidence and use them as an opportunity to improve our products, services, and processes.
What Can Be Considered a Complaint?
A complaint may relate to, but is not limited to:
- Product quality or defects
- Order processing or delivery delays
- Customer service experience
- Billing or payment issues
- Website or communication problems
How to Make a Complaint
If you wish to raise a complaint, please contact us using one of the methods below. Providing as much detail as possible will help us investigate and resolve the issue efficiently.
Contact Details:
Custom Patches London
21–23 Nutford Pl
London W1H 5YH
United Kingdom
📞 Phone: +44 7746 501247
✉️ Email: [email protected]
Please include:
- Your full name and contact details
- Order number (if applicable)
- A clear description of the issue
- Any supporting information or images
Our Complaints Handling Process
- Acknowledgement
We aim to acknowledge receipt of your complaint within 2 business days. - Investigation
Your complaint will be reviewed by our customer support or management team. We may contact you for additional information if required. - Response
We aim to provide a full response within 7-10 business days. If the issue is complex and requires more time, we will keep you informed of progress. - Resolution
Where appropriate, we will propose a fair resolution, which may include a replacement, refund, correction, or other suitable remedy in line with our Terms & Conditions.
Escalation
If you are not satisfied with our initial response, you may request that your complaint be escalated for further review. We will reassess the matter and aim to provide a final response within a reasonable timeframe.
External Resolution
If we are unable to resolve your complaint internally, you may have the right to seek independent advice or pursue the matter through alternative dispute resolution services or relevant consumer protection bodies in the UK.
Continuous Improvement
We monitor complaints to identify recurring issues and improve our products, services, and customer experience. Your feedback helps us maintain high standards and better serve our customers.
Policy Review
This Complaints Policy is reviewed regularly and may be updated from time to time to reflect changes in legislation, business practices, or customer feedback.
Last updated: 22 December 2025