At The Jewellers we are dedicated to delivering exceptional service and ensuring our customers' satisfaction. We highly value your feedback and take all complaints seriously. This policy outlines our procedure for addressing and resolving customer complaints.
This policy applies to all customers who have purchased products or services from The Jewellers.
Customers can submit a complaint through the following channels:
Receipt of Complaint: Upon receiving a complaint, we will acknowledge its receipt within 2 working days through the same channel it was submitted.
Investigation: Our dedicated complaints team will thoroughly investigate the matter. We may request additional information from the customer if needed.
Resolution: We will aim to resolve the complaint within 10 working days. If a resolution cannot be reached within this time, we will provide the customer with regular updates on the progress of the investigation.
Once the complaint is resolved, we will notify the customer through the same channel it was submitted, detailing the resolution and any applicable actions taken.
If a customer remains unsatisfied with the resolution provided, they may request an escalation of their complaint. In such cases, the complaint will be reviewed by a senior member of our team and additional steps may be taken to address the issue.
We will maintain records of all customer complaints including the nature of the complaint, actions taken, and resolution provided. This information will be used for continuous improvement in our services.
We respect the privacy of our customers and will keep all complaint-related information confidential, sharing it only with individuals involved in the resolution process.
This customer complaints policy will be periodically reviewed and updated to ensure its effectiveness and alignment with our commitment to customer satisfaction.
For any inquiries or to submit a complaint, please use the following contact information:
We deeply appreciate your patronage and trust in The Jewellers. If you have any further questions or concerns regarding this policy or our products and services, please do not hesitate to contact us.