Complaints Procedure

Custom Iron On Patches Ltd takes every complaint seriously and operates a documented three-stage complaints procedure to resolve issues fairly and quickly. Complaints are acknowledged within five working days and receive a full response within twenty working days. The complaints procedure applies to all customers, B2C, B2B, public sector and trade, and is designed to resolve issues directly with the company before escalation to external bodies.

This page documents the complaints procedure, escalation stages and external resolution routes available if a complaint cannot be resolved internally.

Before Raising a Formal Complaint

Most order issues can be resolved quickly without entering the formal complaints procedure. If the issue relates to:

  • A manufacturing defect, see the warranty terms and quality guarantee. Manufacturing defects are remade at no charge under the standard warranty process.
  • A delivery issue, see delivery information. Lost or damaged orders are handled directly with the courier and remade at no charge.
  • A refund request, see the returns and refunds policy. Refund eligibility and process are documented separately.
  • An order query, contact the customer service team directly at [email protected] with the order number.

Most issues are resolved at the customer service stage within one to three working days. The formal complaints procedure exists for issues that cannot be resolved through standard customer service channels.

When to Use the Complaints Procedure

The formal complaints procedure should be used when:

  • The standard customer service response has not resolved the issue to your satisfaction
  • The issue relates to service quality, communication or process rather than a single order defect
  • A previous warranty claim or refund request was declined and you wish to formally challenge the decision
  • The issue affects a B2B account or framework agreement
  • A formal written response is required (typical for procurement, legal or insurance reasons)

For all other issues, contact customer service directly first, formal complaints take longer to process.

Stage 1 – Submit a Formal Complaint

Formal complaints are submitted in writing. The complaints procedure does not accept verbal complaints because the formal record is required for proper investigation and response.

How to Submit a Complaint

Complaints can be submitted via either of these channels:

By email:

By post:

Customer Service, Formal Complaints Custom Iron On Patches Ltd 10 Newhall Street Birmingham B3 3AG United Kingdom

What to Include in a Complaint

To investigate a complaint properly, the team needs:

  1. Customer name and contact details, the person making the complaint
  2. Organisation name (if B2B)
  3. Order number(s) affected by the complaint
  4. Date(s) of the events the complaint relates to
  5. A clear description of the issue, including what happened, what was expected, and what outcome the customer is seeking
  6. Supporting evidence, relevant emails, photographs, screenshots, or other documentation
  7. Previous contact, details of any previous customer service contact relating to the issue (dates, who was contacted, what response was received)

Incomplete complaints will not be rejected, but the team may need to request further information before the investigation can proceed. Providing complete information from the start speeds up resolution.

Acknowledgement

The complaint is acknowledged in writing within five working days of receipt. The acknowledgement includes:

  • A complaint reference number
  • The name of the team member handling the complaint
  • The expected timeline for full response
  • Any immediate actions taken (e.g. pause on a related order)

Stage 2 – Internal Investigation and Response

After acknowledgement, the complaint enters internal investigation. The investigation is led by a senior team member who is independent of the original transaction (typically the Operations Manager or Customer Service Lead, escalating to the Founder for serious or unresolved cases).

Investigation Process

The investigation includes:

  1. Order record review, full review of the order file including artwork, proof, customer communications, production records, QC records and dispatch records
  2. Team interview, discussion with the team members involved in the affected order or service
  3. Customer follow-up, contact with the customer for any clarifying information needed
  4. Decision, determination of whether the complaint is upheld in full, upheld in part, or not upheld
  5. Resolution proposal, proposal of remedy where the complaint is upheld

Full Response Timeline

A full written response is provided within twenty working days of the complaint being acknowledged. The response includes:

  • A summary of the complaint
  • A summary of the investigation steps taken
  • The decision (upheld / partially upheld / not upheld) with reasoning
  • The proposed remedy where applicable
  • Information about Stage 3 escalation if the customer is not satisfied with the response

If the investigation requires more than twenty working days (rare, typically only for complex multi-order issues), the customer is notified before the deadline with an updated timeline.

Stage 3 – Senior Review and Final Internal Response

If the customer is not satisfied with the Stage 2 response, the complaint can be escalated to Stage 3, Senior Review.

Requesting Senior Review

To escalate to Stage 3:

  1. Reply to the Stage 2 response within fourteen working days of receiving it
  2. State clearly that you wish to escalate the complaint to Senior Review
  3. Provide any additional information or grounds for disagreeing with the Stage 2 decision

Stage 3 escalations are reviewed personally by the Founder, Jake Davey, with input from the Operations Manager and an independent reviewer where appropriate.

Stage 3 Response Timeline

A full Stage 3 written response is provided within twenty working days of the escalation request. The Stage 3 response is the final internal position of the company.

The Stage 3 response includes:

  • A summary of the original complaint and the Stage 2 response
  • Confirmation that the complaint has been reviewed independently
  • The final decision (upholding, modifying or maintaining the Stage 2 outcome) with reasoning
  • The proposed final remedy where applicable
  • Information about external escalation routes available if the customer remains dissatisfied

External Resolution Routes

If a complaint cannot be resolved through the internal three-stage procedure, customers have the following external resolution routes available.

B2C Customers

Citizens Advice:

Citizens Advice provides free consumer advice on disputes with UK businesses. The Citizens Advice consumer service can advise on whether a complaint has merit and the next steps available.

Trading Standards:

Trading Standards investigates breaches of consumer protection law. Complaints can be referred via Citizens Advice.

Online Dispute Resolution (ODR) Platform:

For online purchases, the European ODR platform (still applicable to UK businesses for some EU customers) allows complaints to be submitted to an Alternative Dispute Resolution (ADR) provider.

Small Claims Court:

For disputes below £10,000 (England and Wales) or equivalent thresholds in Scotland and Northern Ireland, the Small Claims Court provides a relatively quick and inexpensive route to formal legal resolution. Court fees apply.

Card Chargeback or PayPal Buyer Protection:

Where payment was made by card or PayPal, customers may have a separate right to dispute the transaction with their card issuer or via PayPal Buyer Protection. The team strongly recommends raising the complaint through this procedure first, most issues can be resolved without involving payment dispute mechanisms.

B2B Customers

Procurement-Specific Escalation:

For B2B customers operating under public sector procurement frameworks (Crown Commercial Service, NHS Supply Chain, YPO, ESPO etc.), the complaint may be escalated through the framework’s dispute resolution process where applicable. Framework-specific dispute procedures supersede the standard complaints procedure for orders placed against the framework.

Mediation:

For commercial disputes, mediation through a recognised UK commercial mediation service (e.g. Centre for Effective Dispute Resolution, CEDR) is available. Mediation is non-binding but typically faster and less costly than litigation.

Commercial Litigation:

For high-value commercial disputes, formal litigation through the courts of England and Wales is the final route. The governing law and jurisdiction is set out in the Custom Iron On Patches Ltd terms and conditions.

Complaint Records and Continuous Improvement

Custom Iron On Patches Ltd maintains a documented complaints log including:

  • Complaint reference, date received, customer details and complaint summary
  • Investigation steps taken and timeline
  • Decision and resolution provided
  • Any process or quality improvements implemented as a result

The complaints log is reviewed quarterly by the Operations Manager. Trends and patterns are analysed and used to improve customer service, production quality and operational processes.

For B2B procurement audits requiring evidence of complaints handling, anonymised complaints log summaries can be provided on request to verified procurement contacts.

Confidentiality

Complaints are handled confidentially. Customer details and complaint specifics are not shared outside the team members involved in the investigation, except:

  • Where required by law (e.g. court order, regulatory request)
  • Where the complaint involves third parties (e.g. couriers) and information sharing is necessary to investigate
  • Where the customer has given written consent to share information
  • Where anonymised summaries are used for procurement reporting (no identifying information)

For full data handling information, see the privacy policy.

Frequently Asked Complaints Questions

How long does the complaints procedure take?

Acknowledgement within 5 working days, full Stage 2 response within 20 working days. If escalated to Stage 3, a further 20 working days for the Senior Review response. Total maximum timeline (Stages 1–3) is approximately 8 weeks. Most complaints are resolved at Stage 2 within 4 weeks.

Can I make a complaint by phone?

Phone calls are accepted as initial contact, but formal complaints must be submitted in writing for the procedure to begin. The team will acknowledge a phone call and ask for a written follow-up to formally start the complaints process.

What if I’m not happy with the Stage 3 decision?

If you are not satisfied with the Stage 3 response, external resolution routes are available, see the External Resolution Routes section above. The Stage 3 response represents the company’s final internal position, but external bodies (Citizens Advice, Trading Standards, Small Claims Court, mediation, payment dispute mechanisms) may provide further options.

Will my complaint affect future orders?

No. Customers who raise complaints are not penalised in any way on future orders. Complaints handling is treated as confidential operational information separate from the customer’s standard account or order history.

Do you charge for handling complaints?

No. The complaints procedure is free for all customers. There is no charge for raising, escalating or resolving a complaint.

How are complaints used to improve the service?

The complaints log is reviewed quarterly by the Operations Manager. Trends and recurring issues are analysed and used to improve quality control, customer communication, design and proofing processes, and team training.

Can I make an anonymous complaint?

Anonymous complaints can be received but cannot be properly investigated or responded to without contact details. Customer name and contact details are required for the formal complaints procedure to operate.

Do B2B customers have a different procedure?

The standard three-stage procedure applies to all customers. However, B2B customers operating under public sector procurement frameworks may have additional framework-specific dispute resolution routes that supersede or run in parallel to the standard procedure.

Contact

To raise a formal complaint:

  • Email: [email protected] (subject: “FORMAL COMPLAINT – [Order Number]”)
  • Post: Customer Service – Formal Complaints, Custom Iron On Patches Ltd, 10 Newhall Street, Birmingham, B3 3AG, United Kingdom

For non-complaint customer service issues, contact:

For related documents: