Official process
Respawn PCs Complaints Procedure
We take formal complaints seriously, keep a written case record, and give each case a named director for review.
How to make a complaint
Customer portal
Signed-in customers can open a case, add evidence, see its status and keep all customer-visible messages in one timeline.
You can complain by email without an account or order. Include your name, what happened, any relevant order number and the outcome you want.
Customer-visible portal updates are also emailed. Internal notes, assignment history and risk checks remain private.
What happens next
- 1
Receipt and assignment
We issue a case reference, acknowledge the complaint and assign it in turn to Pj, Kai or Harri.
- 2
Stage 1 investigation
The assigned director reviews the records, may ask for further information, and provides a written response or outcome.
- 3
Stage 2 review
If you remain dissatisfied, request Stage 2. A different director reviews the complaint and the Stage 1 handling before a final internal response.
- 4
Final response
We explain the decision and any remedy. Where relevant, the final response will also explain available independent advice, dispute resolution or regulator routes.
Our handling standards
- We will be fair, respectful and proportionate.
- We will keep the complaint record separate from internal-only notes.
- We will tell you if an investigation needs more time and provide a further update target.
- We will only share complaint information where needed to investigate, respond, meet legal duties or protect legal rights.
- Making a complaint does not affect your statutory rights.
Privacy and external routes
For a personal data complaint, use this same process and select the privacy category. You may also have the right to complain to the Information Commissioner’s Office. Consumer disputes may have other advice, ADR or court routes depending on the circumstances and applicable rules.