Complaints Procedure

Overview

We welcome all feedback from our customers and although we hope that you won’t have cause for complaint we do understand that at times you may wish to contact us to discuss any concerns that you may have about any part in our services.

This policy sets out how you can contact us to make a complaint and how we will deal with any complaint you make.

Who we are and how you can contact us

Ambria Jewellery is operated by Sarah-Jayne Harry and is the person responsible for handling complaints
Address: Sarah-Jayne Harry/Ambria Jewellery, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, United Kingdom, BH16 6FA
Email address: info@ambriajewellery.co.uk

To make a complaint, contact us by submitting the Contact form, or email us at the above email address

When to contact us

A complaint can cover any area of services we provide and can also relate to:
- things we have or haven’t done;
- the level of service provided by us;
- the quality of the products we have provided;
- the timing of delivery of the products we have provided;
- If you have an issue with the delivery service you received, including any of the couriers, please go the the respective courier websites and follow their complaints procedure.

You may want to contact us for other reasons such as to arrange a return of a product or ask for more information about what we do, and you can do so by browsing our FAQs page, or you can email us at info@ambriajewellery.co.uk.

What information to provide in relation to a complaint

Please provide as much information as possible when making a complaint and in particular:
-  Your name and email address;
-  Details of your complaint, providing as much detail of the items that you are complaining about. If your complaint is about a specific person, please provide their name and other details we can use to ID them;
-  Any documentation that relates to your complaint
-  Any further information in relation to your complaint and details of how you would like to see the complaint resolved

How we will handle your complaint

The process that we follow in handling complaints is set out below:
- We will acknowledge receipt of your complaint in 1 working day
- We will investigate your complaint over the next 5 working days
- We will contact you if more information is needed no later than 3 working days
- If no further information is required we will contact you to discuss the outcome
- If you do not agree with the outcome, you can make an appeal within 12 months of receiving the outcome. We will contact you to discuss things further

In the unlikely event that we can not resolve your complaint, you can make an appeal with our ADR scheme. Their details are: 

Name: The London Arbitration Centre
Website: www.londonarbitrationcentre.com

Email:  adr@londonarbitrationcentre.com
Phone: 0203 287 4003

Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information for example. In these circumstances, we will keep you informed of the timescales we are working to.

Confidentiality and data protection

We will ensure that all complaints are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint with during the process outlined.

Any personal data that we collect during handling your complaint will be held in accordance with the relevant data protection legislation and our privacy policy.