Complaints

We at The Diamond Store look upon complaints as an opportunity to learn and to improve our products and standard of service.

This policy covers complaints regarding our jewellery products and related services. We aim to deal with each complaint fairly, courteously and in a timely manner in order to find a prompt and satisfactory resolution between The Diamond Store and the customer.

1. If you wish to make a complaint via live chat or by telephone, our staff will try to resolve the matter immediately, or where appropriate, pass the matter on to a manager to resolve.

2. Should we not be able to resolve your complaint there and then, we will initiate a written complaints procedure by email.

3. Alternatively, you can email your complaint to us at customerservice@thediamondstore.com including the word ‘complaint’ and your order number in the subject line. Please include clear and concise details of the issue to help us process it quickly.

4. When we receive a formal complaint by email, we will acknowledge it within 5 working days. We may also email or call you to ask you further questions to clarify the matter.

5. If the complaint is being made on the customer’s behalf by a third party, The Diamond Store staff must first, by law, verify they have permission to speak for the customer.*

6. Upon receiving the full details of your complaint, we will launch an immediate investigation.

7. Within 28 days, we should be in a position to provide you with a detailed reply. If the issue is too complex to complete the investigation within that time, we will inform you of any delays by email.

8. Once we have completed the investigation, we will present you with any possible choices of solutions that we are able to offer in order to reach a resolution.

9. If the suggested course of action is acceptable to you, we will email you the details of the agreement in writing and carry out any resulting actions promptly.

10. Please note that only in the unlikely event that there is no satisfactory agreement between The Diamond Store and the complainant over an issue that concerns the state of repair, craftsmanship, or general quality of an item of jewellery (as opposed to standard-of-service complaints) we will use The National Association of Jewellers (The NAJ) for external dispute resolution.

*Confidentiality

All complaints we receive will be dealt with confidentially in accordance with the the Data Protection Act 2018, which is the UK’s implementation of the General Data Protection Regulation (GDPR).

Vexatious complaints

Inappropriate language and behaviour directed at our employees place a strain on time and resources and are stressful for staff whose aim is to resolve challenging issues for the customer. To prevent this, we treat all complainants with courtesy and fairness – and we ask, too, that you remain courteous and fair in your dealings with us.

Personal data and privacy-related queries

Queries regarding personal data or privacy, such as cancellation of email subscriptions, are not covered by this complaints procedure. For this, please see our Privacy Policy instead.

Complaints related to finance

If you have a complaint that is related to finance, you have the right to refer your complaint to the Financial Ombudsman Service.

How to contact us

If you wish to make a formal complaint, please email us at customerservice@thediamondstore.com or get in touch via our Contact us page.