Complaints Policy

Last updated: 24 September 2026

At Spots & Stripes Shop, we want our customers to receive a high standard of service and products that meet their reasonable expectations.

If something goes wrong, please let us know. We will aim to deal with complaints fairly, reasonably and as promptly as possible.

Making a complaint does not affect your statutory consumer rights.

1. How to Make a Complaint

The easiest way to make a complaint is by email:

spots8stripes@gmail.com

You can also contact us by telephone:

020 7928 3565

Or write to:

Spots & Stripes Shop
Arch 64, Ewer Street
London
SE1 0NR

Spots & Stripes Shop is operated by SPOTS AND STRIPES LEISURE LIMITED, trading as Spots & Stripes / Spots & Stripes Shop.

Company number: 11975564

2. Information to Include

Providing as much information as possible will help us investigate your complaint.

Where relevant, please include:

  • your full name;
  • order number;
  • email address;
  • telephone number;
  • product concerned;
  • date of purchase;
  • description of the problem;
  • what you would like us to do to resolve the issue; and
  • any supporting photographs or documents.

If your complaint relates to a damaged or faulty product, photographs or videos may help us understand the problem more quickly.

3. What You Can Complain About

You can contact us about any aspect of your experience with Spots & Stripes Shop.

This may include:

  • an order;
  • delivery;
  • damaged goods;
  • faulty goods;
  • incorrect goods;
  • missing products or parts;
  • product descriptions;
  • returns;
  • refunds;
  • cancellations;
  • customer service;
  • pool table delivery or installation;
  • website problems;
  • account issues; or
  • any other concern relating to a purchase or our service.

4. What Happens When We Receive Your Complaint

When we receive a complaint, we will aim to:

  1. review the information you have provided;
  2. identify the relevant order, product or service;
  3. investigate what has happened;
  4. contact any relevant courier, supplier, manufacturer or service provider where necessary;
  5. ask you for additional information if reasonably required; and
  6. explain our proposed resolution or response.

We aim to acknowledge complaints promptly.

More complicated complaints may take longer to investigate, particularly where we need information from a manufacturer, courier, payment provider or other third party.

Where appropriate, we will keep you informed while the matter is being investigated.

5. Our Approach to Complaints

We aim to handle complaints:

  • fairly;
  • politely;
  • consistently;
  • objectively;
  • confidentially where appropriate; and
  • within a reasonable period.

We will consider the circumstances of each complaint individually.

We will not disadvantage a customer simply because they have made a genuine complaint.

6. Product Complaints

If your complaint concerns a product, please provide your order number and details of the issue.

Products supplied to consumers must meet applicable legal requirements, including being:

  • of satisfactory quality;
  • fit for purpose; and
  • as described.

Depending on the circumstances, your statutory rights may include:

  • rejection of the goods;
  • repair;
  • replacement;
  • a price reduction; or
  • a refund.

Please see our Returns, Refunds & Cancellations Policy for further information.

7. Damaged Deliveries

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, send photographs showing:

  • the product;
  • the damaged area;
  • the packaging; and
  • any visible damage to the parcel, box or pallet.

This can help us investigate the issue with the delivery company.

Failure to report visible damage immediately does not automatically remove your statutory consumer rights.

8. Pool Table Complaints

If your complaint relates to a pool table, please provide as much information as possible about the issue.

This might include:

  • table model;
  • order number;
  • delivery date;
  • installation date;
  • details of the problem;
  • photographs;
  • video where useful; and
  • details of any previous communication with us.

For installation or levelling concerns, please contact us before attempting major adjustments or arranging third-party repair work where reasonably possible.

This gives us an opportunity to inspect or resolve the issue.

Nothing in this section restricts your statutory rights.

9. Delivery Complaints

If your complaint concerns a delivery, please include:

  • your order number;
  • delivery address;
  • expected delivery date;
  • actual delivery date, if applicable;
  • courier information, if known; and
  • details of what happened.

We may contact the delivery company to investigate on your behalf.

Your contract for goods remains with us where we are the retailer, and using a courier does not remove the consumer rights you have against us.

10. Refund Complaints

If you believe a refund is:

  • missing;
  • incorrect;
  • delayed; or
  • for the wrong amount,

please contact us with your order number.

If we have already processed a refund, there can sometimes be a delay before it appears through your bank or payment provider.

We will check the status of the refund and provide relevant information where available.

11. Escalating a Complaint

If you are unhappy with our initial response, please reply to us explaining:

  • why you remain dissatisfied; and
  • what outcome you believe would resolve the complaint.

Where appropriate, we will arrange for the matter to be reviewed again.

Please include the previous correspondence so that we can understand what has already been discussed.

12. Our Final Response

Once we have completed our investigation, we will explain our position and any action we propose to take.

Depending on the circumstances, this may include:

  • further information;
  • replacement goods;
  • repair;
  • collection;
  • refund;
  • price adjustment;
  • another appropriate remedy; or
  • an explanation of why we do not believe further action is required.

Any remedy will depend on the individual circumstances and your applicable legal rights.

13. Alternative Dispute Resolution

Alternative Dispute Resolution (ADR) is a way of attempting to resolve a dispute without going to court, using an independent organisation.

If your complaint cannot be resolved directly with us and an ADR or other complaint-resolution arrangement applies which we are legally or contractually required to participate in, we will provide you with the relevant information when communicating the outcome of your complaint.

Participation in an ADR scheme will depend on the circumstances and any applicable legal or contractual requirements.

14. Independent Consumer Advice

If you need independent advice about your consumer rights, you can contact the Citizens Advice Consumer Service.

Citizens Advice can provide information about consumer rights and can refer relevant information to Trading Standards where appropriate.

You can find current contact information through the official Citizens Advice website.

15. Taking Legal Action

Our complaints procedure does not prevent you from exercising any legal rights available to you.

You may have the right to pursue a claim through the courts or another appropriate dispute-resolution process.

We encourage customers to contact us first because many problems can be resolved directly and quickly.

16. Data Protection Complaints

If your complaint concerns how we collect, use, store or otherwise process your personal information, please contact:

spots8stripes@gmail.com

Please also see our Privacy Policy.

If you remain dissatisfied with the way we handle your personal information, you have the right to complain to the Information Commissioner’s Office (ICO).

Further information is available at ico.org.uk.

17. Accessibility Complaints

If you experience difficulty using our website because of an accessibility issue, please tell us.

Contact:

spots8stripes@gmail.com

or call:

020 7928 3565

Please tell us which page or function caused the problem where possible.

We will try to provide the information or service in another reasonable way and consider whether improvements can be made.

Please see our Accessibility Statement for more information.

18. Abusive or Unreasonable Behaviour

We understand that customers may be frustrated when something has gone wrong.

We will always aim to deal with genuine complaints professionally.

However, our staff should not be subjected to:

  • threats;
  • harassment;
  • discriminatory abuse;
  • repeated abusive language; or
  • threatening behaviour.

Where communication becomes abusive or threatening, we may take reasonable steps to protect our staff while continuing to meet any legal obligations we have to the customer.

19. Keeping Complaint Records

We may keep appropriate records of complaints and related correspondence.

This can help us:

  • resolve disputes;
  • improve our service;
  • identify recurring problems;
  • comply with legal requirements; and
  • establish, exercise or defend legal claims.

Complaint information will be handled in accordance with our Privacy Policy.

20. Using Complaints to Improve

Customer feedback can help us identify areas where we can improve.

Where appropriate, we may use complaint information to improve:

  • product information;
  • packaging;
  • delivery processes;
  • customer service;
  • website functionality;
  • supplier relationships; and
  • internal procedures.

Where complaint information is used for analysis, we will handle personal information in accordance with our Privacy Policy.

21. Contact Details

To make or discuss a complaint, contact:

Spots & Stripes Shop
Operated by SPOTS AND STRIPES LEISURE LIMITED

Arch 64, Ewer Street
London
SE1 0NR

Telephone: 020 7928 3565
Email: spots8stripes@gmail.com
Website: spots8stripesshop.com

When contacting us about an existing order, please include your order number wherever possible.

Last updated: 24 September 2026