Our Complaints Policy

At The Fine Jewellery Company, we are committed to providing our customers with the highest level of service and satisfaction. We value your feedback and take complaints seriously. This policy outlines the process for addressing and resolving customer complaints.

Scope:

This policy applies to all customers who have purchased products or services from The Fine Jewellery Company.

How to Submit a Complaint:

Customers can submit a complaint through the following channels:

• Email: [email protected]
• Contact Form on our Website: https://www.thefinejewellerycompany.com/contacts
• Phone: 0121 634 8070
• Post: FAO TFJC, JQB, Floor 16, Centre City Tower, 7 Hill Street, Birmingham, B5 4UA

Complaint Procedure:

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.

Resolution Options: Depending on the nature of the complaint, potential resolutions may include:

• Refund, Credit note or exchange of the product
• Reparation or replacement of damaged items
• Clarification or correction of any misunderstanding
• Apology and any necessary corrective actions

Customer Notification:

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.

Escalation:

If a customer is not satisfied 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.

Record Keeping:

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.

Confidentiality:

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.

Review and Revision:

This customer complaints policy will be periodically reviewed and updated to ensure its effectiveness and alignment with our commitment to customer satisfaction.

Contact Information:

For any inquiries or to submit a complaint, please use the following contact information:

• Email: [email protected]
• Contact Form on our Website: https://www.thefinejewellerycompany.com/contacts
• Phone: 0121 634 8070
• Post: FAO TFJC, JQB, Floor 16, Centre City Tower, 7 Hill Street, Birmingham, B5 4UA

We appreciate your business and trust in The Fine Jewellery Company. If you have any further questions or concerns regarding this policy or our products and services, please do not hesitate to contact us.