This complaints process will be used if you purchased a product or service from us and you’re not happy with the outcome. This includes:
- At your local Diamond Heaven
- Over the phone
- From our website – www.diamond-heaven.co.uk
If you want to make a complaint, you should contact the Diamond Heaven store directly and let them know your concerns.
It can be stressful to make a complaint and we appreciate things get frustrating when they don’t go right, but we won’t accept poor treatment of our staff while dealing with your complaint, including:
- Aggressive behaviour
- Abusive language
- Unreasonable demands – like demanding that someone talks to you immediately or that you must speak to a specific person
If you behave this way, we may end the conversation or ask you to leave the store. If, despite warnings, you continue this behaviour we might limit our communication with you to email or letter only.
Diamond Heaven might offer to talk through your problem informally instead of starting the formal complaint process. Talking through your problem might be quicker and less stressful.
If you don’t want to talk informally or it doesn’t help, Diamond Heaven will deal with your problem as a formal complaint.
A store manager will investigate your complaint. If your complaint is about the Diamond Heaven store manager or your complaint involves them, the company will appoint an alternative manager to investigate instead.
The appointed person will send you a formal reply. You'll usually get the reply within 6-8 weeks. They’ll let you know if it’s going to take longer.
If you’re not happy with the response to your complaint, you can ask for this to be reviewed by our complaints team.
The details of how to ask for a review will be outlined in the response to your complaint – you should ask within 4 weeks of getting the response.
When you ask for a review, explain which parts of the investigation or response you’re not happy with.
Our complaints team review the complaint investigation to check that:
- Your complaint was investigated properly
- The response covered all the issues you raised
- The response was fair and reasonable
Our complaints team will usually finish its review and tell you their decision within 8 weeks of getting your request for a review.
If you’re still not happy after our review, you can ask the National Association of Jewellers (NAJ) to look at your complaint. The NAJ are separate and independent to Diamond Heaven and will attempt to mediate a satisfactory outcome.
The NAJ’s decision is the final stage of Diamond Heaven’s complaint process.
If you are unhappy with how the complaint was handled, you can contact the Finanical Ombudsman by following this link.