How to Make a Complaint

At Jewellery Advisory Services (JAS), we are committed to providing the highest standards of service. If, for any reason, you are dissatisfied with the service you have received, we encourage you to inform us. We take all complaints seriously and will work with you to resolve the issue promptly and fairly.

How to Make a Complaint
If you wish to make a complaint, please follow these steps:

• Contact Us Directly
  Initially, we encourage you to contact the person who provided the service in question. Most concerns can be resolved quickly and informally through direct communication.

• Formal Complaint
  If you are not satisfied with the outcome of your initial discussion, please submit a formal complaint in writing. You can send your complaint to the following contact details:

  
  Email: complaint@jewelleryadvisoryservices.com
  Address: Jewellery Advisory Services, New House, Suite 15, 2nd Floor, 67-68 Hatton Garden, London EC1N 8JY, United Kingdom. 

• In your complaint, please include:

• Your full name and contact details.

• A clear description of your concern.

• Any supporting documentation or evidence.

• Investigation
  Upon receipt of your complaint, we will acknowledge it within 10 working days and begin an investigation into the issue. We aim to resolve complaints as swiftly as possible, typically within 20 working days. If more time is required to fully investigate, we will keep you informed of our progress and provide an estimated timeframe for resolution.

• Final Response
  Once we have investigated the complaint, we will provide you with a written response outlining the findings and any action we propose to resolve the issue. If you are not satisfied with our resolution, you have the option to escalate the complaint to the relevant regulatory bodies.

Escalating a Complaint
If, after following our internal complaint process, you are still not satisfied with the outcome, you can escalate your complaint to the National Association of Jewellers (NAJ). 

Contact Details for NAJ:
Address: NAJ Complaints, Federation House, 10 Vyse Street, Birmingham B18 6LT

Website: https://www.naj.co.uk/making-a-complaint

Why We Take Complaints Seriously
We value feedback from our clients as it helps us continually improve our services. Our goal is to ensure that every client receives the highest level of care, professionalism, and respect. By addressing complaints swiftly and thoroughly, we aim to maintain the trust and satisfaction of those we serve.