Complaints and Dispute Resolution
Effective date: 21 July 2026. Last updated: 21 July 2026.
All compounds catalogued by Biogenetic Research Labs Ltd are for in-vitro laboratory research only. They are not medicinal products and are not for human or veterinary use.
Tell us first
Email hello@protocolpeptides.co.uk with your order number and what has gone wrong. We acknowledge within 2 working days and give a full response within 10 working days. If we need longer we tell you why and when to expect an answer.
If you are still not satisfied
Ask for the complaint to be escalated. It is reviewed by a senior member of our team and answered within a further 10 working days with our final position.
Alternative dispute resolution
We are not a member of an alternative dispute resolution scheme and we are not required to be. If you remain unhappy after our final response you may take the matter to an ADR provider of your choosing, though we are not obliged to take part, or to the courts.
Other routes
- Consumer advice: Citizens Advice consumer helpline, 0808 223 1133, citizensadvice.org.uk.
- Trading Standards: reports are made through the Citizens Advice consumer service.
- Data protection: the Information Commissioner’s Office, ico.org.uk/make-a-complaint.
- Payment disputes: if you paid by card you may also have a right to raise the matter with your card issuer.
Courts
Nothing here affects your right to bring a claim in court. Section 16 of the Terms and Conditions sets out governing law and jurisdiction.