Complaints Handling Process

At Wongs Jewellers, we are customer obsessed and this is at the heart of our Core Values. It is our aim that every customer has a positive experience with the services we offer and we embrace feedback from our Customers. We take complaints very seriously and if a Customer makes a complaint, they are dealt with courteously and promptly so that the matter is resolved quickly.

The complaints procedure

Stage 1: Contacting us with your complaint

Contacting us by telephone or in store

Our Team Members are trained in handling complaints and will listen to you and record details of your complaint on our system. They will make every effort to investigate and resolve your complaint immediately, providing you with an appropriate response. If you are not satisfied with the outcome of your complaint, advise our Team Member who will escalate your complaint to the Duty Manager who will undertake a re-investigation. If the complaint cannot be resolved immediately, it will be referred to the Duty Manager.

Liverpool store contact details

• Telephone: 0151 236 1552
• Email: info@wongsjewellers.co.uk

Manchester store contact details

If your complaint relates to a purchase or service provided at our Manchester store, please use the contact details below.

• Telephone: 0161 243 8800
• Email: manchester@wongsjewellers.co.uk

Contacting us in writing

If your complaint is received in writing, it will be passed to a Duty Manager 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 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 (Head Office):
  Duty Manager
  Wongs Jewellers
  Chicago Buildings
  Units 1, 3 and 4
  Whitechapel
  Liverpool
  L1 6DS
  

Stage 2: Escalation of telephone or in-store complaint to a Duty Manager

If the Duty Manager is not available at the time, you will be advised when they will be available and arrangements will be made for you to discuss your complaint with them. Our Team Member will pass on details of your complaint to the Duty Manager. Our Duty Managers are trained and experienced in dealing escalated complaints. They will endeavour to address and resolve your concerns.

Stage 3: If you remain unhappy

As a family business that is truly customer-obsessed, our aim is for our customers to be customers for a lifetime and to feel part of the Wongs family. Wongs Jewellers is a proud member of the National Association of Jewellers.

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority (FCA), you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of our final response or eight-week holding letter. Further information and contact details can be found at www.financial-ombudsman.org.uk.

Please note: For the Manchester store only (DBW Partners Limited), finance agreements under 12 months are not regulated by the FCA and therefore do not have the protection of the Financial Ombudsman Service.