Complaints Handling Process

At Wongs Jewellers, we are customer obsessed and this is at the heart of our Core Values. It is our aim that every customer has a positive experience with the services we offer and we embrace feedback from our Customers. We take complaints very seriously and if a Customer makes a complaint, they are dealt with courteously and promptly so that the matter is resolved quickly.

THE COMPLAINTS PROCEDURE

Stage 1: Contacting us with your complaint

Our Team Members are trained in handling complaints and will listen to you and record details of your complaint on our system. They will make every effort to investigate and resolve your complaint immediately, providing you with an appropriate response. If you are not satisfied with the outcome of your complaint, advise our Team Member who will escalate your complaint to the Duty Manager who will undertake a re-investigation. If the complaint cannot be resolved immediately, it will be referred to Duty Manager.

Store Telephone Number: 0151 236 1552

If your complaint is received in writing, it will be passed to a Duty Manger to investigate and resolve. We will acknowledge your complaint in writing and enclose a copy of this Complaints Handling Process as soon as possible, normally within 5 working days. We will seek to investigate the complaint within 10 working days of the complaint being received to give an account of the circumstances, which led to the complaint. If we are unable to investigate the complaint within 10 working days, we will notify the you, giving reasons for
the delay and a likely period within which the investigation will be completed. We will confirm the decision about the complaint in writing immediately after completing our investigation.

Email info@wongsjewellers.co.uk
Postal Address: Duty Manager
Wongs Jewellers
Chicago Buildings
Units 1, 3 and 4
Whitechapel
Liverpool
L1 6DS

Stage 2: Escalation of telephone or in-store complaint to a Duty Manager

If the Duty Manager is not available at the time, you will be advised when they will be available and arrangements will be made for you to discuss your complaint with them. Our Team Member will pass on details of your complaint to the Duty Manager. Our Duty Managers are trained and experienced in dealing with escalated complaints. They will endeavour to address and resolve your concerns.

Stage 3: If you remain unhappy

COMPLAINTS HANDLING PROCESS 2

As a family business that is customer obsessed, we aim for our customers to
be ‘customers for a lifetime’ and feel part of the Wongs family. Wongs Jewellers is a member of the National Association of Jewellers and is obliged to abide by the Association’s Code of Conduct. In the unlikely event that you remain dissatisfied with the outcome of your complaint you may contact the NAJ Resolve, an independent consumer complaints service for jewellery businesses in the UK and Ireland, operated in conjunction with the Centre for Effective
Dispute Resolution (CEDR). This service provides a transparent and accessible forum where dissatisfied customers can seek redress while avoiding stressful confrontation.

NAJ Resolve
https://www.naj.co.uk/naj-resolve
Telephone: 0121 237 1111.
Email: compliance@naj.co.uk

If you require independent advice about your rights as a consumer or how to progress acomplaint, you can also contact Citizens Advice Consumer Service if you live in Great Britain or the Consumer Council if you live in Northern Ireland. They offer practical advice via telephone and online. Please be aware that Citizens Advice Consumer Service and the Consumer Council Northern Ireland cannot make a complaint on your behalf or provide advice on specific Wongs Jewellers products and services.

Citizens Advice
www.citizensadvice.org.uk
Telephone: 03454 04 05 06
Welsh speaking customers: 03454 04 05 05
Consumer Council for Northern Ireland
www.consumercouncil.org.uk
Telephone: 0800 121 6022