Ethica Diamonds Complaints Policy

How To Raise A Complaint

CALL US
Our Customer Services team are available Monday-Friday, 9.30am-4.30pm on 01872 222248

 

EMAIL US
Email us at info@ethicadiamonds.co.uk

 

WRITE TO US
Ethica Diamonds Customer Services,
1 Mansion House
Prince’s Street
Truro
TR1 2RF

 

VISIT US
Or talk to us in person
Please make an appointment to come in to discuss your concerns

What Will You Need To Raise A Complaint

You’ll need to have the following information handy:

    • – Your full name, address and where applicable order number/transaction ID
    • – Details of your complaint
    • – Copies of any emails or other documents relating to your complaint
    • – What your ideal resolution would be

 

What Happens Next?

We aim to respond to all complaints within 2 working days (Monday to Friday, excluding bank holidays) to acknowledge we’ve received it.

Within 7 working days of receipt of your complaint, we’ll provide a full response to explain how we’ve resolved it. In some circumstances, we will be unable to resolve your complaint and may either request additional information to help with our investigation, or may advise that we require longer in order to reach a satisfactory resolution.

If your complaint relates to a finance agreement, we may need to refer you to the finance partner in question. If this is the case, we’ll explain this in our response.

Please be assured that we will do all we can to resolve your complaint as quickly as possible and provide a solution you’re happy with.

The Financial Ombudsman Service

If you are not happy with our final response you have the right to escalate the complaint to the Financial Ombudsman Service, their contact details can be found below. You can do this up to 6 months after receiving our final response.

Please note, the Financial Ombudsman Service will only consider your complaint once you have received a final response from ourselves. They are also only able to deal with complaints which relate to purchases in the last 6 years, or within 3 years from when you realised you had cause for complaint (if that is later).

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:

  • Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Online: www.financial-ombudsman.org.uk
  • By freephone: 0800 023 567 *
  • Or Standard Telephone: 0300 123 1 123 *
  • Outside of the UK: +44 20 7964 0500

* calls are charged at the same rates as 01/02 number on mobile tariffs.

Updates To This Policy

We may change this policy from time to time due to changes in regulatory framework or a change in contact information. Any changes to this policy will be made available here.