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COMPLAINTS & ADR POLICY

1. Purpose

At De Vere Diamonds Limited (Trading as De Vere Diamonds), we are committed to delivering the highest standards of luxury, service, and integrity. If a customer feels dissatisfied, we treat complaints seriously, fairly, and promptly. This policy ensures we comply with consumer law and provide clear pathways for dispute resolution.

2. Scope

This policy applies to:

  • All customers of De Vere Diamonds Limited (Trading as De Vere Diamonds).

  • All complaints relating to purchases, aftercare, service, ethical claims, or website use.

  • All staff, contractors, and representatives of De Vere Diamonds Limited (Trading as De Vere Diamonds).

3. Making a Complaint

3.1 Customers may submit a complaint by email:

3.2 A complaint should include:

  • Full name and contact details.

  • Order or product reference (if applicable).

  • Details of the complaint.

  • Desired resolution (if known).

4. Acknowledgement and Timeframes

4.1 We acknowledge all complaints within 2 working days.
4.2 A full investigation and response will be provided within 14 working days.
4.3 If further time is required (e.g., awaiting supplier input), we will provide an interim update and a revised timeframe.

5. Investigation

5.1 Each complaint will be investigated by a trained staff member independent of the matter concerned.
5.2 We may request additional documentation (e.g., photographs of goods, receipts, hallmark evidence).
5.3 All investigations will be documented and stored securely for compliance.

6. Outcomes

6.1 Possible outcomes include:

  • Full or partial refund.

  • Repair or replacement.

  • Apology and corrective action.

  • Explanation where no fault is found.
    6.2 We aim to resolve complaints amicably and fairly.

 

7. Escalation and ADR

7.1 If you are not satisfied with our response, you may request escalation to a senior manager.
7.2 Where disputes cannot be resolved internally, you may refer the matter to an Alternative Dispute Resolution (ADR) body.
7.3 While De Vere Diamonds Limited (Trading as De Vere Diamonds) is not legally obliged to participate in ADR, we will consider ADR in good faith with an approved UK ADR provider.
7.4 Details of an appropriate ADR body will be provided upon request.

8. International Customers

8.1 For customers outside the UK, we will follow UK complaints standards but also consider any mandatory consumer protections applicable in your jurisdiction.
8.2 We may use international ADR or mediation services where appropriate.

9. Record Keeping and Reporting

9.1 All complaints will be logged and monitored.
9.2 The Compliance Officer will review complaint data quarterly to identify trends and prevent recurrence.
9.3 Serious complaints (e.g., alleged mis-selling, ethical breaches, sanctions concerns) will be escalated to the Board of Directors.

10. Customer Rights

10.1 This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable law.
10.2 Customers retain the right to pursue legal action through the courts if they prefer.

11. Training and Awareness

11.1 All staff are trained annually on this policy, including:

  • Complaint handling skills.

  • ADR processes.

  • Escalation and documentation procedures.
    11.2 Training records are maintained by the Compliance Officer.

12. Policy Review

This policy is reviewed annually and updated in line with legal and regulatory developments, including ADR schemes and CMA guidance.

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