Last updated: October 2026

1. Purpose

At De Vere Diamonds we are committed to the highest standards of service and integrity. If you are unhappy with anything, we want to know, and we will treat your complaint seriously, fairly and promptly. This policy makes sure we comply with consumer law and give you a clear route to a resolution.

2. Scope

This policy applies to:

• all clients of De Vere Diamonds Limited (trading as De Vere Diamonds);

• all complaints about commissions, diamonds, jewellery, the Legacy Vault™, aftercare, service, ethical claims or use of our website;

• all staff, contractors and representatives of De Vere Diamonds.

3. Making a complaint

3.1 You can make a complaint by email: hello@deverediamonds.com.

3.2 Please include:

• your full name and contact details;

• your order or diamond reference, if you have one;

• details of the complaint;

• the resolution you would like, if you know.

3.3 You may also write to us at our registered office or message us on WhatsApp. If you need help making a complaint, or need us to communicate with you in a different way, tell us.

4. Acknowledgement and timeframes

4.1 We acknowledge all complaints within 2 working days.

4.2 We investigate and give a full response within 14 working days.

4.3 If we need more time, for example while we wait for a supplier, we will give you an interim update and a revised timeframe.

5. Investigation

5.1 Wherever possible, each complaint is investigated by a trained member of staff who was not involved in the matter. A director reviews every outcome.

5.2 We may ask for additional documentation, such as photographs, receipts, grading reports or hallmark evidence.

5.3 All investigations are documented and stored securely.

6. Outcomes

6.1 Possible outcomes include:

• a full or partial refund;

• a repair or replacement;

• an apology and corrective action;

• an 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 ask for it to be escalated to a director.

7.2 Where a dispute cannot be resolved internally, you may ask us to refer it to Alternative Dispute Resolution (ADR), in which an independent body helps to settle a dispute without going to court.

7.3 De Vere Diamonds is not legally obliged to take part in ADR, but we will consider ADR in good faith with a provider accredited under the Digital Markets, Competition and Consumers Act 2024.

7.4 We will give you details of an appropriate ADR provider on request. If we agree to ADR, we will confirm the provider’s name and website to you in writing.

8. Complaints about your personal information

8.1 If your complaint is about how we have handled your personal information, please put “Data protection complaint” in the subject line of your email.

8.2 We acknowledge these complaints within 2 working days, and always within the 30 days the law allows. We investigate without undue delay and tell you the outcome.

8.3 If you are not satisfied, you may complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.

9. International clients

9.1 For clients outside the United Kingdom, we follow UK complaints standards and also respect any mandatory consumer protection that applies in your country.

9.2 We may use international ADR or mediation services where appropriate.

10. Record keeping and reporting

10.1 All complaints are logged and monitored.

10.2 The Compliance Officer reviews complaint data quarterly to identify trends and prevent recurrence.

10.3 Serious complaints, such as alleged mis-selling, ethical breaches or sanctions concerns, are escalated to the Board of Directors.

11. Your rights

11.1 This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, the Digital Markets, Competition and Consumers Act 2024 or any other applicable law.

11.2 You keep the right to take legal action through the courts if you prefer.

11.3 If you paid by card, you may also have rights against your card provider, including under section 75 of the Consumer Credit Act 1974 for credit card payments.

12. Training and awareness

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

• complaint handling skills;

• ADR processes;

• escalation and documentation procedures.

12.2 Training records are maintained by the Compliance Officer.

13. Policy review

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