Complaints Procedure
We hope you have a fantastic experience every time you purchase from us. However, if you believe the service you received hasn’t been to the standard you would expect, please contact us so we can arrange a conversation to help us understand what’s happened and how we can make things better.
We hope we can resolve your query without escalating it to a complaint. Should you still wish to make a formal complaint, please contact us via one of the following options:
* Call our customer services team on: 0161 818 4742
* E-mail us at: customerservices@EmberDiamonds.co.uk.
* Write to us at: Ember Diamonds Ltd, Suite 148, 30 The Downs, Altrincham, Cheshire, WA14 2PX.
Within your complaint, please include:
* Your full name, phone number and address.
* Your order number/transaction ID.
* Details of your complaint
* Any relevant photographs/documents relating to your complaint.
* How you would ideally like us to resolve the situation for you.
We will do all we can to resolve your complaint as quickly as possible and offer an outcome that you’re happy with. We aim to respond to any complaints within 24 hours (excluding bank holidays) to acknowledge that they have been received.
Within 5 working days of receiving your complaint, we will provide a full response outlining how we propose to resolve the situation for you. We may require longer to resolve your complaint, and we could request additional information from you or a 3rd party to help with our investigation so that we can reach a satisfactory resolution.
If your complaint relates to a finance agreement, we might need to direct you to the finance partner or the financial ombudsman.
We may make amendments to this policy to conform with changes in the regulatory framework or in line with updated contact information.