Complaints Policy

1. Purpose and Scope

Queensmith is committed to delivering exceptional customer service and upholding high standards of quality. However, we acknowledge that issues may arise. This policy outlines our approach to addressing customer complaints promptly, transparently, and fairly, in line with guidance from the National Association of Jewellers (NAJ).

2. Definition of a Complain

A complaint is any expression of dissatisfaction made by a customer regarding Queensmith’s products or services, including concerns about product quality, service delivery, or any aspect of their experience.

3. How to Make a Complaint

We encourage customers to communicate their concerns using any of the following channels:

• In-person: Visit either of our store locations and speak with a team member
• By email: Send complaints to [email protected]
• In writing: Address written complaints to:

• Complaints will be acknowledged within 5 business days of receipt.
  
• We will confirm receipt and advise the customer of the next steps and the anticipated timeline for resolving their issue.

5. Investigation Process

• Every complaint will be investigated thoroughly by a trained member of our team.
  
• Customers may be contacted to provide additional details or documentation to assist in resolving the issue.
• We aim to resolve all complaints within 14 business days. If more time is required, we will notify the customer and provide an updated timeframe.

6. Resolution and Redress

• If the complaint is justified, we will take appropriate action, which may include repairs, replacements, refunds, or other measures to resolve the issue.
• If the complaint is not upheld, we will provide a clear explanation and rationale for our decision.
• The customer will be informed of the outcome in writing (by email or letter)

7. Escalation to the National Association of Jewellers (NAJ)

If a customer is dissatisfied with our response, they can escalate their complaint to the NAJ’s independent dispute resolution service:

• Customers can access the NAJ’s guidance by visiting their website: www.naj.co.uk.
• The NAJ Resolve service will review the complaint and work with both parties to reach a fair resolution

Or the complaint can be directed to the Financial Ombudsman Service (FOS):

Phone: 0800 023 4567

Email: [email protected]

Website: www.financial-ombudsman.org.uk

Letter: Financial Ombudsman Service, Exchange Tower,
London, E14 9SR

Relay UK: (18002) 020 7964 1000

Abroad: +44 20 7964 050

8. Training and Continuous Improvement

• All staff are trained in handling complaints effectively and sensitively, in accordance with the NAJ’s best practices.
• Queensmith regularly reviews its complaint-handling process to ensure continuous improvement and compliance with industry standards.

For further information on our complaints process, please contact [email protected].