At Esports Gear, we strive to provide the best possible service to all our customers. However, we understand that sometimes issues may arise, and we are committed to addressing and resolving any complaints promptly and fairly.

1. How to Make a Complaint

If you have a complaint about any aspect of our service or products, please follow these steps:

• Contact Us: In the first instance, please get in touch with our Customer Care team. You can reach us via email at customercare@esportsgear.uk or through our contact form on our website. Please provide as much detail as possible regarding your complaint, including your order number, if applicable.
• Acknowledgement: Once we receive your complaint, we will acknowledge it within 72 hours (on business days). 
• Investigation: Our Customer Care team will investigate your complaint thoroughly. This may involve reviewing your order details, contacting relevant departments within our company, or any other necessary steps to understand the issue fully.
• Resolution: We aim to resolve all complaints as quickly as possible. We will keep you updated on the progress of our investigation and inform you of any proposed resolutions. If we require additional time to resolve the issue, we will provide you with regular updates on our progress.
• Final Response: Once we have completed our investigation, we will send you a final response detailing our findings and any actions taken. This response will be provided to you within 10 business days of receiving your complaint, although complex issues may require more time.

2. Escalation

If you are not satisfied with the resolution provided or if your complaint remains unresolved after following the steps above, you may escalate your complaint to our Complaints Manager. You can do this by emailing biz@esportsgear.uk and including your reference number in the subject line.

Our Complaints Manager will conduct a further review of your complaint and aim to provide you with a final response within 10 business days.

3. Contacting External Agencies

If you feel that we have not adequately resolved your complaint, you have the right to escalate the issue to external regulatory bodies, such as the Consumer Rights Act or the Financial Ombudsman Service.

4. Feedback

We value all feedback, whether positive or negative, as it helps us improve our services. If you have any suggestions on how we can enhance our complaints procedure or if you would like to provide feedback on your experience, please feel free to contact us at customercare@esportsgear.uk.

5. Review of Complaints Procedure

We regularly review and update our complaints procedure to ensure it remains effective and in line with best practices. Any updates to the procedure will be reflected on this page.

Thanks for choosing Esports Gear. We appreciate your business and are committed to providing you with excellent service.