Complaints Policy
COMPLAINTS POLICY
At London Diamonds, we are committed to providing a high standard of service and treating our customers fairly. If you are unhappy with any aspect of our products or services, we encourage you to contact us so that we can investigate your concerns and, where appropriate, put things right.
How to make a complaint
You can make a complaint by contacting our Customer Service Team:
Email: support@londondiamonds.com
Telephone: 020 3897 9745
Post: London Diamonds, 24 Greville Street, London, EC1N 8SS
Please provide as much information as possible to help us investigate your complaint, including your name, order or reference number (where applicable), details of your complaint and how you would like us to resolve the matter.
There is no charge for making a complaint.
How we will deal with your complaint
We take all complaints seriously and will investigate them fairly, consistently and promptly.
We will aim to resolve your complaint as quickly as reasonably possible and will keep you informed where further investigation is required.
Once our investigation is complete, we will explain the outcome and, where appropriate, any action we propose to take to resolve the matter.
Nothing in this complaints policy affects your statutory rights as a consumer.
Complaints relating to V12 Retail Finance
London Diamonds may offer eligible customers the option to pay for their purchase using interest-free finance provided through V12 Retail Finance.
London Diamonds does not provide credit or lend money to customers.
Where a complaint concerns the jewellery, your order, delivery, manufacture, sizing, warranty or service provided by London Diamonds, the complaint should be made directly to us using the contact details above.
Where a complaint relates specifically to your finance agreement, finance application, credit assessment, repayments or the administration of your finance, you should contact V12 Retail Finance directly.
V12 Retail Finance Limited is authorised and regulated by the Financial Conduct Authority (Financial Services Register number 679653) and acts as a credit broker, not a lender. Finance may be provided by
Secure Trust Bank PLC or another applicable finance provider as identified in your finance documentation.
Customers using regulated finance products may have additional rights, including the right in eligible circumstances to refer a complaint concerning the regulated finance service to the Financial Ombudsman Service.
Details of the applicable complaints procedure and your rights will be provided as part of your finance documentation and are also available directly from V12 Retail Finance.
Product and service complaints
Complaints concerning the quality, manufacture, delivery, repair, resizing, warranty or any other aspect of
jewellery purchased from London Diamonds will be handled by London Diamonds.
Where appropriate, we may ask you to return the jewellery to us for inspection before we can determine the appropriate resolution.
Our complaints procedure does not affect any rights you may have under applicable consumer protection legislation.
Our commitment
We value customer feedback and use complaints to identify opportunities to improve our products, processes and customer service.
Making a complaint will not affect your statutory rights, warranty rights or any other rights you may have.
If you are dissatisfied with our response as your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.