Complaints Policy

If you’re not completely happy with our service, we’d like to hear about it so we can put things right. We do everything we can to make sure our customers receive the best products and service possible, but occasionally we may not get things right first time. When that happens, please tell us — we take complaints seriously and want the chance to address them.

Our commitments to you

When you make a complaint, we will:

• Make it easy for you to tell us what went wrong
• Give your complaint the attention it deserves
• Resolve your complaint fairly and without delay
• Make sure you are satisfied with how your complaint was resolved

How to make a complaint

You can contact us in any of the following ways:

• By email — matt@antiquejewellerycompany.com
• By phone — +44 (0)20 7206 2477 during office hours, asking for the Customer Services Department
• In writing — addressed to The Customer Complaints Manager, AJC Townhouse, 49 Maddox Street, London W1S 2PQ, United Kingdom

To help us deal with your complaint efficiently, please include your order number (if relevant), a clear description of what has gone wrong, and how you would like us to put things right.

How long will it take?

We aim to resolve complaints straight away wherever possible. If we cannot, we will write to you within three business days of receiving your complaint to tell you:

• Why we have not yet resolved your complaint
• Who is dealing with it
• When we will contact you next

We will aim to resolve your complaint as quickly as possible, although more complex matters may take longer. We will keep you updated regularly. If you need an update in the meantime, please call us on +44 (0)20 7206 2477 and ask to speak to the person handling your complaint.

If we cannot reach agreement

If we have not been able to agree a resolution with you within eight weeks, we will either:

• Send you a letter explaining the reasons for the delay and an indication of when we expect to issue a final decision; or
• Issue our final response letter, which will explain our final position on your complaint.

If you remain unhappy — alternative dispute resolution

Our aim is to resolve all complaints internally. If you are still unhappy after receiving our final response, or if eight weeks have passed since you first raised your complaint without resolution, you may be able to refer your complaint to an independent body, depending on the nature of the issue.

Complaints about Interest Free Finance or other financial services

If your complaint relates to credit, finance or other regulated financial services we offer (such as our Interest Free Finance), you may have the right to refer it to the Financial Ombudsman Service (FOS). The FOS provides a free, independent dispute resolution service.

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 0800 023 4567 (free from most landlines)
or 0300 123 9123 (cheaper from mobiles)
or +44 (0)20 7964 0500 (from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You generally have six months from the date of our final response to refer your complaint to the FOS.

Complaints about goods or general service

If your complaint relates to a product you have purchased or to our general service, the FOS will not normally be able to assist. In that case, you may wish to seek independent advice from Citizens Advice, or pursue the matter through the small claims process via HM Courts & Tribunals Service. Nothing in this policy affects your statutory rights as a consumer.

If you purchased online from within the EU, you may also use the European Commission’s Online Dispute Resolution platform.