COMPLAINTS POLICY
ConstructPC Ltd
Version date: 02/05/2026
1. INTRODUCTION
ConstructPC Ltd aims to provide a high standard of service, honest advice, clear communication and fair outcomes.
If something has not gone as expected, we encourage customers to contact us so the issue can be reviewed properly and resolved where possible.
This Complaints Policy explains how complaints are submitted, reviewed and handled.
2. COMPANY DETAILS
ConstructPC Ltd
Company No: 17206476
Registered in England and Wales
Registered Office: 33 Wildings Grove, Davenham, Northwich, Cheshire, CW9 8SR, United Kingdom
General enquiries: info@constructpc.co.uk
Sales enquiries: sales@constructpc.co.uk
Support and complaints: support@constructpc.co.uk
3. WHAT COUNTS AS A COMPLAINT
A complaint is any expression of dissatisfaction about a product, service, communication, delivery, repair, upgrade, custom build, shop purchase, warranty issue, return request, data handling concern or customer experience.
This may include, but is not limited to:
- Custom PC build issues
- Upgrade or repair service issues
- Shop purchase issues
- Delivery or handover concerns
- Warranty or return concerns
- Product condition concerns
- Communication or service concerns
- Data protection or privacy concerns
4. HOW TO RAISE A COMPLAINT
Complaints should be submitted using the complaints form on our website where possible.
Customers may also contact us by email at:
When raising a complaint, please provide as much relevant information as possible, including:
- Your full name
- Your contact details
- Order number or reference, if applicable
- Date of purchase, service, delivery or handover, if applicable
- A clear description of the issue
- Relevant photographs, screenshots, videos or other supporting evidence
- The outcome you are seeking
Providing clear information helps us review the issue more quickly and fairly.
5. ACKNOWLEDGEMENT TIMESCALE
We aim to acknowledge complaints within 2–3 working days.
If further information is required, we may contact you before issuing a full response.
6. RESPONSE TIMESCALE
We aim to provide a full response within 7–14 working days where possible.
Some complaints may take longer where we need to:
- Inspect a product
- Test a system
- Review courier evidence
- Review order or communication records
- Contact a manufacturer
- Assess warranty status
- Obtain further information from the customer
If a complaint is likely to take longer than 14 working days, we will aim to provide an update where reasonably possible.
7. HOW COMPLAINTS ARE ASSESSED
Complaints will be reviewed fairly, taking into account:
- The nature of the product or service
- The information provided by the customer
- Any supporting evidence
- The Terms & Conditions
- The Returns & Warranty Policy
- The Privacy Policy, where relevant
- The customer’s statutory rights
- Applicable UK consumer law
Nothing in this Complaints Policy limits or excludes your statutory rights.
8. POSSIBLE OUTCOMES
Depending on the circumstances, possible outcomes may include:
- Further advice or troubleshooting
- Inspection or testing
- Repair
- Replacement
- Refund or partial refund
- Price reduction
- Referral to manufacturer warranty support
- Courier claim review
- No further action, where no fault or service issue is found
The outcome will depend on the facts of the complaint and applicable legal rights.
9. CUSTOM-BUILT SYSTEMS
Custom-built systems are bespoke and built to the customer’s agreed specification.
Complaints relating to custom-built systems will be assessed based on the agreed specification, the nature of the issue, any evidence provided, testing results and applicable consumer rights.
The bespoke nature of a system does not affect statutory rights where goods are faulty, not as described, or not supplied with reasonable care and skill.
10. SHOP PURCHASES
Complaints relating to shop purchases will be assessed based on the item purchased, its description, condition, stated warranty, delivery method and applicable consumer rights.
This may include new, pre-owned, refurbished or tested items.
11. REPAIRS AND UPGRADES
Complaints relating to repair or upgrade services will be assessed based on the agreed work, the condition of the system or components, the issue reported, and any relevant limitations explained before work was carried out.
Customers are responsible for backing up data before repair or upgrade work. ConstructPC Ltd accepts no responsibility for data loss except where liability cannot legally be excluded.
12. DELIVERY COMPLAINTS
Delivery complaints may relate to courier delivery, direct hand delivery, collection or handover.
Where courier damage or loss is suspected, customers may be asked to provide photographs of the packaging, item condition, courier labels and any visible damage.
Delivery issues may need to be reviewed with the courier before a final outcome can be confirmed.
13. DATA PROTECTION COMPLAINTS
If your complaint relates to how your personal data has been handled, this will be reviewed in line with our Privacy Policy and applicable data protection law.
You may contact us at:
You also have the right to complain to the Information Commissioner’s Office if you are unhappy with how your personal data has been handled.
14. RECORD KEEPING
We may keep records of complaints, correspondence, evidence and outcomes for customer support, legal, warranty, accounting and dispute resolution purposes.
Personal data will be handled in accordance with our Privacy Policy.
15. ABUSIVE OR UNREASONABLE COMMUNICATION
We will always aim to handle complaints fairly and professionally.
We reserve the right to limit or refuse further communication where messages are abusive, threatening, discriminatory, repeatedly unreasonable, or not made in good faith.
This does not affect statutory rights.
16. IF YOU REMAIN UNHAPPY
If you remain unhappy after receiving our response, please explain why and provide any additional evidence or information you would like us to consider.
We will review any further information provided and confirm whether our position has changed.
17. CONTACT
Support and complaints: support@constructpc.co.uk
General enquiries: info@constructpc.co.uk