COMPLAINTS POLICY
ConstructPC Ltd
Version date: 01/07/2026
1. INTRODUCTION
ConstructPC Ltd aims to provide honest technical advice, clear communication, careful workmanship and fair outcomes. If something has not gone as expected, we encourage you to contact us so the issue can be reviewed properly and resolved where appropriate.
This Complaints Policy explains how customer complaints are submitted, reviewed and responded to. Nothing in this policy limits, excludes or reduces your statutory rights under UK consumer protection law, including rights relating to faulty goods, misdescribed goods, unsuitable goods or services not carried out with reasonable care and skill.
2. COMPANY DETAILS
Company name: ConstructPC Ltd
Company number: 17206476
Registered office: 33 Wildings Grove, Davenham, Northwich, Cheshire, CW9 8SR, United Kingdom
ICO registration: ConstructPC Ltd is registered as a data controller with the Information Commissioner’s Office under reference ZC162970.
Support and complaints: support@constructpc.co.uk
Data protection and privacy enquiries: privacy@constructpc.co.uk
General enquiries: info@constructpc.co.uk
Sales enquiries: sales@constructpc.co.uk
3. WHAT COUNTS AS A COMPLAINT
A complaint is a clear expression of dissatisfaction about goods, services, communication, workmanship, delivery, collection, warranty handling, support, privacy/data handling, or the conduct of ConstructPC Ltd.
This may include, for example, concerns about:
- a custom desktop PC build;
- a Fast-Track or bespoke build route;
- a Ready-To-Go Service;
- an upgrade, repair or diagnostic service;
- selected laptop maintenance or modular replacement work;
- shop goods, components, refurbished/pre-owned items or accessories;
- courier delivery damage or missing items;
- ConstructPC local collection, hand delivery or handover;
- warranty or manufacturer RMA handling;
- a return, cancellation or refund request;
- privacy or data protection handling;
- communication delays or customer service.
If your message is simply asking to cancel an order or service, this may be handled under our Terms and Conditions and Returns and Warranty Policy rather than as a complaint, unless you are also dissatisfied with how the matter has been handled.
4. HOW TO RAISE A COMPLAINT
You can raise a complaint by using our online Complaints Form or by emailing support@constructpc.co.uk.
Using the Complaints Form helps us collect the information needed to review the issue quickly, but it is not the only way to raise a complaint.
When raising a complaint, please include as much of the following information as possible:
- your name and contact details;
- your order number, invoice number or quote reference, if available;
- the product, service, build, repair or enquiry the complaint relates to;
- the date of purchase, delivery, collection, handover or service completion, if known;
- a clear description of the issue;
- any troubleshooting already attempted;
- the outcome you are seeking;
- any relevant photos, videos, screenshots, logs or documents.
If you email us directly, please include the order number, invoice number or quote reference in the subject line where possible. This helps us find the correct record more quickly.
5. EVIDENCE AND ATTACHMENTS
You may be asked to provide supporting evidence where it is relevant and proportionate. This may include photographs of packaging, screenshots of errors, videos of a fault occurring, system logs, device condition photographs, or evidence of courier delivery damage.
Please do not send passwords, recovery keys, full payment card details, unnecessary identity documents or sensitive personal information unless we specifically request it and explain why it is needed.
6. ACKNOWLEDGEMENT TIMEFRAME
We aim to acknowledge complaints within 2–3 working days where possible.
If important information is missing, we may ask you for clarification before we can fully investigate the complaint.
7. RESOLUTION TIMEFRAME
We aim to provide a written response within 7–14 working days where possible.
Some complaints may take longer, especially if they require workshop inspection, technical testing, courier investigation, supplier input, manufacturer warranty review, or assessment of multiple communications. If more time is needed, we will provide a progress update and explain the reason for the delay.
8. HOW COMPLAINTS ARE ASSESSED
Complaints are assessed fairly and in line with the relevant order, quote, invoice, service scope, intake form, product listing, Terms and Conditions, Returns and Warranty Policy, Privacy Policy and applicable UK law.
Where relevant, we may review:
- the agreed specification or service scope;
- order, invoice or quote records;
- product listing descriptions;
- intake form answers;
- device condition records and photographs;
- service notes and testing records;
- customer communications;
- courier tracking and delivery evidence;
- manufacturer warranty or RMA information;
- payment and refund records.
9. POSSIBLE OUTCOMES
Depending on the circumstances, complaint outcomes may include:
- a written explanation of our findings;
- practical troubleshooting guidance;
- further inspection or bench testing;
- repeat performance of a service where appropriate;
- correction of workmanship issues covered by our workmanship guarantee;
- support with an applicable manufacturer warranty claim;
- replacement of goods or components where appropriate;
- a full or partial refund where appropriate;
- a price reduction where appropriate;
- a goodwill gesture at our discretion;
- confirmation that no further action is required.
If testing shows that the product or service is functioning as expected, that the issue is unrelated to the original work, or that the concern falls outside the agreed scope, we will explain this clearly.
10. CUSTOM BUILD COMPLAINTS
Custom desktop PC complaints are reviewed against the agreed specification, quote, invoice, customer requirements, build notes, photographs, testing records and handover information.
The custom or bespoke nature of a system may affect change-of-mind cancellation rights, but it does not remove your statutory rights if goods are faulty, not as described, not fit for purpose, or if services were not carried out with reasonable care and skill.
Every new ConstructPC custom desktop includes 3-Year ConstructPC Build Support. This includes a 12-month workmanship guarantee for issues caused by the original assembly or installation work, and support during the three-year support period with diagnosing issues in the supplied build and assisting with applicable manufacturer warranty claims for components supplied as part of the system.
11. UPGRADES, REPAIRS AND READY-TO-GO SERVICE COMPLAINTS
Complaints about upgrades, repairs and Ready-To-Go Services are reviewed against the specific work agreed and completed.
Ready-To-Go Services include fixed-price maintenance and diagnostic packages such as:
- System MOT & Deep Clean;
- Fault Diagnostics & Software Refresh;
- Ultimate Refresh Bundle.
Upgrade, repair and maintenance services include a 90-day workmanship guarantee for the specific work completed. If the same issue returns because of the original workmanship, ConstructPC will inspect and, where appropriate, rectify the workmanship issue without an additional labour charge.
This guarantee does not cover unrelated faults, new faults, user-caused damage, third-party modifications, malware, later software changes, unsupported overclocking/undervolting, accidental damage or issues outside the work originally agreed.
12. SERVICE SCOPE AND OUT-OF-SCOPE WORK
ConstructPC primarily works with desktop PCs. We also offer selected laptop maintenance, cleaning, software troubleshooting and modular upgrade services where suitable.
Laptop work is limited to suitable modular parts and maintenance, such as RAM, SSD/storage, battery replacement, thermal maintenance and, where viable, screen or full display assembly replacement.
We do not currently offer board-level repair, micro-soldering, liquid-damage reconstruction, CPU/GPU reballing, trace repair, console repair, handheld repair or complex electronic repair unless expressly agreed in writing.
If a complaint relates to work that falls outside our stated service scope, we will explain this clearly and, where appropriate, provide practical next-step advice.
13. DATA LOSS AND SOFTWARE COMPLAINTS
Customers are responsible for backing up important files, documents, photos, software licences, recovery keys, passwords and settings before submitting any device for diagnostics, cleaning, upgrade, repair or software work.
Some services, including Windows refreshes, storage diagnostics, drive replacement, malware recovery, BIOS/firmware work and operating system repairs, can carry a risk of data loss or software deactivation.
Data-loss concerns will be reviewed against the agreed service scope, intake notes, backup warnings, customer confirmations and the work actually carried out. ConstructPC will take reasonable care when handling devices, but data preservation is not guaranteed unless a separate backup, clone or data-transfer service was expressly agreed in writing before work began.
14. TRANSIT, DELIVERY AND LOCAL HANDOVER COMPLAINTS
Courier delivery complaints are reviewed against courier tracking, delivery records, dispatch evidence, packaging records and photographs or videos provided by the customer.
Visible courier damage should be reported as soon as possible, ideally within 48 hours of receipt, with photographs of the external packaging, internal packaging, courier labels and damaged goods. Packaging should be retained while the matter is investigated.
Where ConstructPC agrees to collect, hand deliver or transport an item using our own vehicle, we will take reasonable care of the item while it is in our custody. We may use intake photographs, handover records, accessory lists and condition notes to help resolve any dispute.
15. RETURNS, REFUNDS AND CANCELLATION-RELATED COMPLAINTS
Cancellation and return requests are handled under our Terms and Conditions and Returns and Warranty Policy.
If you are dissatisfied with how a cancellation, return or refund request has been handled, you may raise a complaint under this policy.
Refunds, where approved, will normally be issued back to the original payment method. Processing times may vary depending on the bank, card issuer, Stripe, PayPal, Klarna or other payment provider.
16. UNCOLLECTED OR DISPUTED HARDWARE
If a complaint is ongoing, we will not treat a customer-owned device as abandoned simply because a complaint has been raised.
However, customers remain responsible for collecting their device, engaging with the complaint process, and paying any undisputed agreed charges that remain due.
If an item remains uncollected for an extended period after completion or after a final complaint outcome has been issued, it will be handled in line with our Terms and Conditions and any applicable requirements under the Torts (Interference with Goods) Act 1977.
17. DATA PROTECTION AND PRIVACY COMPLAINTS
If your complaint relates to personal data, privacy, data protection rights, a suspected data breach, marketing communications or how your information has been handled, you may contact privacy@constructpc.co.uk.
Data protection complaints will be reviewed in line with our Privacy Policy and applicable UK data protection law.
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.
18. COMPLAINT RECORD RETENTION
We retain complaint records, correspondence, evidence, testing notes and outcome information where necessary for customer support, dispute resolution, legal protection, insurance, accounting, regulatory compliance and business record keeping.
Complaint records are handled in accordance with our Privacy Policy.
19. PROFESSIONAL CONDUCT EXPECTATIONS
We will treat customers fairly and professionally. We ask customers to communicate with us in a reasonable and respectful way.
We may restrict or end communication if messages become abusive, threatening, discriminatory, defamatory, fraudulent or persistently unreasonable. Where communication is restricted, we will still consider any legal obligations or unresolved statutory rights.
20. FINAL RESPONSE AND ESCALATION
Where possible, we will aim to resolve complaints directly and fairly.
If we provide a final response and you remain dissatisfied, you may seek independent advice from organisations such as Citizens Advice. Citizens Advice can also pass relevant consumer reports to Trading Standards where appropriate.
For data protection complaints, you may contact the Information Commissioner’s Office.
21. POLICY UPDATES
We may update this Complaints Policy from time to time to reflect changes to our business, services, website, processes or legal requirements.
The version published on our website at the time a complaint is submitted will normally apply to that complaint, unless a later version is more appropriate and does not reduce your rights.