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COMPLAINTS & ADR POLICY

1. Purpose of This Policy

We are committed to providing the highest standards of service. If something goes wrong, we want to know about it so we can put it right quickly and fairly. This policy explains how you can raise a complaint, how we will handle it, and the options available to you if you remain dissatisfied.

2. Scope

This policy applies to complaints about:

  • The quality of our jewellery or services.

  • Delivery, returns, or refunds.

  • How we have handled your data or privacy.

  • Our marketing, advertising, or communications.

  • The conduct of our staff or representatives.

It does not cover:

  • Disputes between third parties (e.g., couriers, payment providers).

  • Complaints already resolved through ADR, arbitration, or the courts.

3. How to Make a Complaint

3.1 You can submit a complaint in writing by email to hello@deverebrilliance.com or by post to our Registered Office.
3.2 Please provide:

  • Your name and contact details.

  • Your order number (if applicable).

  • A description of the complaint.

  • Any supporting evidence (e.g., photographs, documents).

4. Our Complaints Process

4.1 Acknowledgement – We will acknowledge receipt of your complaint within 5 working days.
4.2 Investigation – We will investigate the issue thoroughly, which may include reviewing records, speaking with staff, and asking you for further information.
4.3 Response – We will provide a written response within 14 working days of acknowledgement, outlining our findings and proposed resolution.
4.4 Resolution Options may include:

  • Replacement, repair, or refund.

  • Apology and explanation.

  • Service improvements.

  • Alternative proposals agreed with you.

If further time is needed (e.g., due to complexity), we will update you regularly.

5. Escalation

5.1 If you are dissatisfied with the outcome, you may request that your complaint be reviewed by a senior manager.
5.2 We will conduct a fresh review and respond within 10 working days.

6. Alternative Dispute Resolution (ADR)

6.1 If we cannot resolve your complaint internally, you may refer it to an Alternative Dispute Resolution (ADR) provider.
6.2 We are required by law to provide you with the details of a certified ADR provider. At present, we do not subscribe to a specific ADR scheme, but you may contact:
Retail ADR (www.retailadr.org.uk) or another certified UK ADR provider.
6.3 You are not obliged to use ADR, and we are not obliged to agree to ADR in all cases. However, we will always consider engaging with ADR in good faith.
6.4 ADR is generally cheaper and quicker than court proceedings, but you retain the right to pursue your complaint through the courts at any time.

7. Online Dispute Resolution (ODR) Platform

For customers within the EU: the European Commission operates an Online Dispute Resolution (ODR) platform (http://ec.europa.eu/odr). Although the UK is no longer part of the EU, EU consumers may still use this platform to refer disputes.

8. Complaints About Data Protection

If your complaint relates to the use of your personal data, you may also complain directly to the Information Commissioner’s Office (ICO) at www.ico.org.uk.

9. Recording & Monitoring Complaints

9.1 We record all complaints received, including details of the investigation and outcome.
9.2 Complaints data is reviewed regularly to identify patterns, improve our processes, and ensure accountability.

10. Our Commitment to You

  • We will treat you fairly, respectfully, and professionally.

  • We will keep your complaint confidential, only sharing it with those who need to know.

  • We will use complaints to learn and improve our business.

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