Complaints Procedure
We want customers to have a clear way to report problems with a custom patch order or with how their information has been handled. You do not need to use legal language to complain.
What can you complain about?
You can contact us about inaccurate artwork, quality concerns, missing or delayed deliveries, charges, service issues, authorisation checks, accessibility barriers or use of your personal information. For specific goods remedies, also read our Returns, Refunds & Cancellations Policy.
Step 1 — Tell us what happened
Email [email protected] with the subject Formal Complaint – [Order Number]. Include your name, preferred reply method, order reference (if any), what went wrong, when it happened and the outcome you are seeking. Supporting photographs or correspondence can help but are not compulsory.
You may also write to 151 Deansgate, Manchester M3 3WD. If you need to complain by another accessible method, contact us and we will make reasonable arrangements.
Step 2 — Acknowledgement and investigation
We will acknowledge your complaint promptly, identify the relevant order or issue and consider the available evidence. We may contact you for clarification and will keep you informed if the investigation takes longer than expected.
Step 3 — Our decision
We will explain our findings and, where appropriate, propose a correction, remake, replacement, refund, apology or other proportionate resolution. We will explain the reasons if we cannot agree with all or part of a complaint. Your statutory rights are unaffected.
Step 4 — Ask for a second review
If you are dissatisfied, reply to our response and ask for an escalation or management review. Tell us what you believe was overlooked and what resolution you seek. We will arrange a further review where possible and confirm our final position in writing.
Data-protection complaints
For a complaint about how we collect, use, protect, disclose or retain personal data, email [email protected]. Under current UK data-protection law, we must provide a way to complain, acknowledge your data-protection complaint within 30 days, investigate it appropriately without undue delay, keep you informed about progress and communicate the outcome.
You can also raise concerns with the Information Commissioner’s Office. It may help to contact us first so we can address the issue. See our Privacy Policy.
Other ways to resolve a dispute
Where applicable, customers may seek independent advice from Citizens Advice, Trading Standards or a legal adviser, or use available court remedies. If we participate in a recognised alternative dispute resolution scheme, we will identify the provider when appropriate.
Our contact details and updates
Business name: Custom Police Patches; postal contact: 151 Deansgate, Manchester M3 3WD; email: [email protected]. Last updated: 11-Oct-2026.