COMPLAINTS POLICY

ConstructPC Ltd

Version date: 20/06/2026

1. INTRODUCTION

ConstructPC Ltd aims to provide a high standard of service, honest technical advice, clear communication, and fair commercial outcomes. If something has not gone as expected, we encourage customers to contact us so the issue can be reviewed properly, tracked transparently, and resolved promptly. This Complaints Policy outlines how expressions of dissatisfaction are submitted, evaluated, and resolved. Nothing in this policy limits, excludes, or diminishes your statutory legal rights under UK consumer protection laws.

2. COMPANY DETAILS

  • Company Name: ConstructPC Ltd

  • Company No: 17206476

  • Registered Office: 33 Wildings Grove, Davenham, Northwich, Cheshire, CW9 8SR, United Kingdom

  • Data Protection Registration: Registered as a data controller with the Information Commissioner's Office (ICO) under reference ZC162970.

  • Support and Complaints: support@constructpc.co.uk

  • Data Protection & Privacy Enquiries: privacy@constructpc.co.uk

  • General Enquiries: info@constructpc.co.uk

3. WHAT CONSTITUTES A FORMAL COMPLAINT

A complaint is any clear expression of dissatisfaction regarding a system component, build assembly, technical service, communication delay, courier delivery, workshop repair, component warranty handling, return request, data processing, or staff conduct. This includes custom PC build alignment issues, upgrade stability concerns, delivery damage discrepancies, or data protection questions.

4. HOW TO FILE A COMPLAINT

To ensure expressions of dissatisfaction are formally logged, tracked, and assessed with maximum speed and accuracy, complaints must primarily be submitted using our dedicated interactive intake form. In alignment with our website layout, this can be accessed via the "RAISE A CONCERN" link on our Contact page or through the "Complaints" link located in the global website footer.

The online form dynamically logs all necessary validation parameters, requiring:

  1. Your full legal name, contact details, and unique invoice or order reference number.

  2. The method of purchase/enquiry and the exact date of purchase, delivery, or workshop service completion.

  3. A clear subject outline and a concise, detailed technical description of the hardware or service issue.

  4. Your requested resolution path selected from our specified outcome parameters.

Oversized Evidence & Alternative Email Routing:

Our primary intake form features an integrated upload utility allowing up to 5 file attachments (supporting troubleshooting logs, hardware stability error screenshots, audio loops, or packaging photographs). If your supporting technical evidence exceeds file size limitations, contains unsupported formatting, or if you require an alternative communication channel, your issue may be routed via email to support@constructpc.co.uk. When emailing directly, you must mirror the structural data fields required by our web form and explicitly include your order reference number within the email subject line to prevent immediate automated processing delays.

5. ACKNOWLEDGEMENT TIMEFRAME

We aim to acknowledge receipt of all formal complaints within 2–3 working days. If critical diagnostic details, invoice references, or troubleshooting snapshots are missing from your initial submission, we will request clarification during this initial validation phase.

6. RESOLUTION TIMEFRAME

We aim to provide a comprehensive, definitive written response within 7–14 working days. Some complex complaints may require an extended resolution window if we need to pull a custom machine back to our Northwich workshop for comprehensive hardware bench testing, cross-reference tracking records with our third-party delivery couriers, or coordinate hardware replacements with global parts manufacturers under valid warranty channels. If an issue requires more than 14 working days to properly resolve, we will issue a clear written status update detailing our progress.

7. HOW COMPLAINTS ARE EVALUATED

Complaints are evaluated fairly, objectively, and in accordance with our core corporate Terms and Conditions, Returns and Warranty Policy, and Privacy Policy. Every dispute is evaluated in strict alignment with applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

8. POTENTIAL COMPLAINT OUTCOMES

Depending on the objective findings of our technical and administrative evaluation, resolution paths may include:

  • Advanced technical troubleshooting guidance or driver updates.

  • Priority workshop component inspection and bench testing.

  • Hardware component replacement or localized repair under our workmanship guarantees.

  • A partial or full financial refund issued back to the original payment method.

  • An appropriate price reduction on workshop service fees.

  • Direct technical escalation to extended manufacturer warranty RMA channels.

If comprehensive component testing reveals completely normal operating functionality, zero structural breaches, zero assembly faults, or a total absence of service shortfalls, the complaint will be closed with no further action required, and return shipping arrays will remain the responsibility of the customer.

9. CUSTOM-BUILT HARDWARE DISPUTES

Custom systems are bespoke items constructed to a distinct, agreed component list. Complaints regarding custom builds are rigorously checked against the signed specification sheet, initial production build photographs, comprehensive system burn-in testing logs, and workshop configuration data. The bespoke nature of a build under Regulation 28 of the Consumer Contracts Regulations 2013 does not impact your statutory protection if the system arrives physically faulty, is misdescribed, or was not assembled with reasonable care and skill under our 12-Month Assembly Guarantee and 3-Year Support Framework.

10. REPAIRS AND UPGRADE DISPUTES

Disputes regarding workshop repairs or physical modifications are evaluated strictly against the specific work items authorized on your diagnostic sheet, and any service boundaries explained prior to bench work. In alignment with our 90-Day Workmanship Guarantee, we will swiftly rectify faults arising directly from our labor. As explicitly stated in our core Terms, customers are solely responsible for executing full data backups prior to device check-in; complaints regarding data loss are unfeasible, and no liability is accepted for data corruption.

11. UNCOLLECTED DISPUTED HARDWARE

If a customer refuses to collect a machine or settle an outstanding technical invoice during or following a complaint dispute, ConstructPC Ltd's status as a legal bailee remains strictly governed by the Torts (Interference with Goods) Act 1977. Uncollected hardware will be managed in strict accordance with the 60-day notice and disposal parameters detailed in Section 30 of our master Terms and Conditions.

12. TRANSIT AND COURIER DISPUTES

Where courier delivery loss or transit impact damage is suspected, we cross-reference claims against external courier tracking logs, delivery signature weight metrics, internal dispatch packaging records, and the mandatory 48-hour photographic window outlined in our shipping terms. Final resolutions on transit damage are dependent on our formal insurance review with the courier partner.

13. DATA PROTECTION AND PRIVACY ISSUES

If your complaint involves data handling, privacy compliance, breach concerns, or information access requests, it will be evaluated in strict alignment with our Privacy Policy and UK GDPR frameworks. You may contact our data operations pool directly at privacy@constructpc.co.uk. You retain the legal right to escalate unresolved data handling complaints directly to the Information Commissioner’s Office (ICO) under our reference ZC162970.

14. COMPLAINT RECORD RETENTION

We retain structured digital records of complaint communications, submitted photographic evidence, physical workshop testing metrics, and financial outcome data. This information is maintained securely for customer support continuity, regulatory compliance tracking, financial/tax auditing, and corporate legal protection, handled in full compliance with our Privacy Policy.

15. PROFESSIONAL CONDUCT EXPECTATIONS

We promise to treat every customer with fairness, professional courtesy, and absolute respect. In return, we require all communications with our help desk to remain reasonable, constructive, and respectful. We reserve the absolute right to restrict or terminate communications if behavior becomes abusive, threatening, discriminatory, defamatory, or intentionally fraudulent.

16. ESCALATION & INDEPENDENT ADVICE

As an independent, owner-operated small business, complaints are handled directly by ConstructPC Ltd management. If an amicable, legally compliant resolution cannot be reached after a final manager evaluation, you hold the right to seek free, independent legal advice from Citizens Advice or your local Trading Standards consumer protection group.