Complaints Policy

Last updated: 20-12-2025

At Custom Patches, we are committed to providing high-quality products and excellent customer service. However, we understand that occasionally things may not go as expected. This Complaints Policy explains how you can raise a concern and how we aim to resolve it fairly and efficiently.

Our Commitment

We take all complaints seriously and view them as an opportunity to improve our products and services. Our goal is to resolve issues promptly, transparently, and in a way that is satisfactory for all parties involved.

How to Make a Complaint

If you are unhappy with any aspect of our service or products, please contact us using one of the following methods:

When submitting a complaint, please include:

  • Your full name
  • Order number (if applicable)
  • A clear description of the issue
  • Any relevant supporting information or images

Providing complete information will help us investigate and resolve your complaint more efficiently.

What Happens Next

Once we receive your complaint:

  1. We will acknowledge receipt of your complaint within 2 business days.
  2. We will investigate the issue thoroughly.
  3. We aim to provide a full response or resolution within 10 business days wherever possible.

If additional time is required, we will keep you informed of the progress and expected resolution timeframe.

Resolution Process

Depending on the nature of the complaint, resolutions may include:

  • Clarification or explanation
  • Correction of an error
  • Replacement or rework of a product
  • Refund or partial refund (where appropriate and in line with our Terms & Conditions)

Any resolution will be handled in accordance with our Terms & Conditions and applicable UK consumer protection laws.

Escalation

If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed further. We will re-examine the complaint and provide a final response after careful consideration.

Continuous Improvement

All complaints are logged and reviewed to help us identify patterns and improve our processes, product quality, and customer experience.

Contact Details

For any questions relating to this Complaints Policy, please contact us at: