THE COMPLAINTS PROCEDURE
Store Telephone Number: 0151 236 1552
If your complaint is received in writing, it will be passed to a Duty Manger to investigate and resolve. We will acknowledge your complaint in writing and enclose a copy of this Complaints Handling Process as soon as possible, normally within 5 working days. We will seek to investigate the complaint within 10 working days of the complaint being received to give an account of the circumstances, which led to the complaint. If we are unable to investigate the complaint within 10 working days, we will notify the you, giving reasons for
the delay and a likely period within which the investigation will be completed. We will confirm the decision about the complaint in writing immediately after completing our investigation.
Postal Address: Duty Manager
Units 1, 3 and 4
Stage 2: Escalation of telephone or in-store complaint to a Duty Manager
Stage 3: If you remain unhappy
COMPLAINTS HANDLING PROCESS 2
As a family business that is customer obsessed, we aim for our customers to
be ‘customers for a lifetime’ and feel part of the Wongs family. Wongs Jewellers is a member of the National Association of Jewellers and is obliged to abide by the Association’s Code of Conduct. In the unlikely event that you remain dissatisfied with the outcome of your complaint you may contact the NAJ Resolve, an independent consumer complaints service for jewellery businesses in the UK and Ireland, operated in conjunction with the Centre for Effective
Dispute Resolution (CEDR). This service provides a transparent and accessible forum where dissatisfied customers can seek redress while avoiding stressful confrontation.
Telephone: 0121 237 1111.
If you require independent advice about your rights as a consumer or how to progress acomplaint, you can also contact Citizens Advice Consumer Service if you live in Great Britain or the Consumer Council if you live in Northern Ireland. They offer practical advice via telephone and online. Please be aware that Citizens Advice Consumer Service and the Consumer Council Northern Ireland cannot make a complaint on your behalf or provide advice on specific Wongs Jewellers products and services.
Telephone: 03454 04 05 06
Welsh speaking customers: 03454 04 05 05
Consumer Council for Northern Ireland
Telephone: 0800 121 6022