COMPANY COMPLAINTS PROCEDURE
At Broadway Jewellers (Kent) Ltd we are members of the National Association of Pawnbrokers and subscribe to their Codes of Practice.
We strive to offer a high quality service. However, we recognise there may be times when you feel we have done something wrong. We therefore set out below our Complaints Procedure which complies with the Alternative Dispute Resolution Directive.
MAKING A COMPLAINT
If you wish to make a complaint please contact the manager of the shop to discuss your dissatisfaction. You can contact us:
- online via firstname.lastname@example.org
- by telephone on 0208 301 6603
- by letter to Broadway Jewellers (Kent) Ltd, 104a, Broadway, Bexleyheath, Kent DA6 7DE
- by visit to our shop premises at 104a, Broadway, Bexleyheath, Kent DA6 7DE
WHAT WE WILL DO
We will acknowledge and record your complaint and try to resolve it by the end of the next working day. But some complaints may take longer to resolve and we will then write to you to:
- let you know we're investigating your complaint and when you may expect to hear from us
- give you a complaint reference number and a contact number should you need to contact us
- If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
REVIEWING YOUR COMPLAINT
Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.
We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.
We will take into account any documents and/or information you may provide in relation to your complaint.
KEEPING YOU INFORMED
If your complaint cannot be resolved within 72 hours following its receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.
We will undertake a thorough and timely investigation of your complaint. However, in the event that we are unable to conclude our enquiries within 56 days, we will write to you and let you know when we expect to be in a position to issue our Final Response letter.
We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:
Financial Ombudsman Service
Telephone: 0845 080 1800
RESOLVING YOUR COMPLAINT
When we have finalised our investigation into your complaint, we will issue our Final Response letter.
Our Final Response letter will:
- Be fair, clear and not misleading;
- Confirm details of our investigation and decision; and,
- if relevant, include any offer of remedial action or the appropriate level of redress (or both).
- and any next steps
If you're unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes. If you decide to refer your complaint after we've issued our Final Response, you should do so within 6 months of the date on our Final Response letter.
Although you can refer your complaint to the FOS at any time, they will require our consent to investigate complaints where:
- we haven't had the chance to put things right
- we haven't exceeded the 56-day timescale and haven't yet issued our Final Response letter
If your complaint can be resolved within 72 hours, 3 working days, we will send you a Summary Resolution Communication Letter to advise you how we have resolved the complaint, any further actions we are to take or the appropriate level of redress (or both), and again we will refer you to the Financial Ombudsman Service if you are not satisfied with our handling of the complaint.
An explanatory FOS leaflet will be provided.
COMPLAINTS ON RETAIL PURCHASES AND SALES
For complaints relating to Retail Purchases and Sales, you may ask the National Association of Jewellers to review your complaint.
Telephone: 0207 613 4445
The National Association of Jewellers,
45, Britton Street,
Broadway Jewellers Retail Sales are covered by the Consumer Credit Rights Act 2015 and the Consumer Contract Regulations 2013. If you require further details of your rights please refer to http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted