Complaints

If you have a complaint

Our aim is always to provide an exceptionally high level of service to all of our customers. If you feel you have cause to raise a complaint, it is important to us that these are dealt with objectively, fairly, and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you, and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

Online at - [email protected]
By telephone on - 0207 537 2270
By letter to - Hatton Jewellers, 4 Victoria Court, New Street, Chelmsford, CM1 1GP

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently, it would be helpful if you could provide the following information:

Your full name and preferred contact details
Your reference number
Full details of your complaint
Copies of relevant paperwork
Evidence of any complaint where applicable
What you expect us to do to resolve the issue
Any other information that you think may be relevant

What we do if we receive a complaint from you

Any complaint, verbal or written, will be assigned to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases, we will implement the following process:

Complaint Process

Your case reference will be your order/contract number.
We will provide the name and title of the person handling your complaint.
We will send you written acknowledgement within 3 working days of receiving your complaint.
We may contact you to seek clarification on any points where necessary.
We will fully investigate your complaint internally and, if necessary, with third parties.
We will keep you informed and updated regarding any progress.
We will discuss with you our findings and our proposed response.
Our aim will be to send you a final written response within ten working days, but no later than eight weeks as required by the Financial Conduct Authority.

Investigation

The Customer Resolutions Department will work with relevant department managers to establish the nature and scope of your complaint, having due regard to the Financial Conduct Authority's direction:

Deal with complaints promptly and fairly.
Give complainants clear replies and, where appropriate, fair redress.

Eligibility

It is our policy to treat all complainants the same. However, certain types of complaints fall within the scope of FCA rules and, consequently, within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

Complaints made by, or on behalf of, an eligible complainant. Eligible complainants are typically individuals and certain small businesses.
The complaint must relate to the provision of, or failure to provide, a financial service or a redress determination.
The complainant must allege that they have suffered, or may suffer, financial loss, material distress, or material inconvenience.

Final Response

This will clearly set out our decision regarding the complaint and the reasons for it. If any compensation is offered, a clear method of calculation will be shown.

Where appropriate, we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

Explain that the complainant must refer the matter to the Ombudsman within six months of the date of the final response, or the right to use this service is lost.
Indicate whether we consent to waive the relevant time limits.

Complaints Settled within 3 Business Days

Complaints that can be settled to your satisfaction within 3 business days will be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication. This written communication will:

Refer to the fact that you have made a complaint and inform you that we now consider the complaint to have been resolved to your satisfaction.
Inform you that if you are dissatisfied with the resolution, you may refer the complaint back to us for further consideration or to the Financial Ombudsman Service.
Indicate whether we consent to waive the relevant time limits (where we have discretion in such matters).
Provide the relevant contact details for the Financial Ombudsman Service.
Refer to the availability of further information on the Financial Ombudsman Service’s website.

Closing a Complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to Do if You Are Not Happy with Our Decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant, you can refer your complaint to the Financial Ombudsman Service within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the Financial Ombudsman at the following address:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: [email protected]

Website: www.financial-ombudsman.org.uk