Complaints Procedure

Customer Complaints Procedure

Our Commitment

We aim to provide a high standard of service in relation to jewellery commissions, repairs, sales, tuition, workshops, and all customer interactions.

If something has gone wrong, we welcome the opportunity to resolve the matter fairly and promptly.

How to Make a Complaint

Please submit your complaint by email to:

stephen@stephenbarnettjewellery.co.uk

Please include:

  • Your name

  • Contact details

  • Order, commission, or booking reference (if applicable)

  • Details of the complaint

  • Any supporting information or photographs

What Happens Next

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Stage 2 – Investigation

We will review the circumstances and may contact you for further information if required.

Stage 3 – Response

We aim to provide a full written response within 14 working days.

Where a matter is particularly complex, we will keep you informed and aim to provide a final response within 28 days.

Outcomes

  • Depending on the circumstances, outcomes may include:

  • An explanation and apology

  • Repair or correction of work

  • Replacement of an item

  • Refund or partial refund where appropriate

  • Other mutually agreed resolution

GDPR-Related Complaints

Complaints concerning the handling of personal information will be dealt with under our Privacy Policy and UK GDPR obligations.

If you remain dissatisfied after receiving our final response, you may contact the Information Commissioner's Office.

Review

This procedure is reviewed periodically to ensure that complaints are handled fairly, consistently, and efficiently.


More Terms & Conditions

Frequently Asked Questions

  • We offer a range of solutions designed to meet your needs—whether you're just getting started or scaling something bigger. Everything is tailored to help you move forward with clarity and confidence.

  • Getting started is simple. Reach out through our contact form or schedule a call—we’ll walk you through the next steps and answer any questions along the way.

  • We combine a thoughtful, human-centered approach with clear communication and reliable results. It’s not just what we do—it’s how we do it that sets us apart.

  • You can reach us anytime via our contact page or email. We aim to respond quickly—usually within one business day.

  • We offer flexible pricing based on project type and complexity. After an initial conversation, we’ll provide a transparent quote with no hidden costs.

  • Collaborative, honest, and straightforward. We're here to guide the process, bring ideas to the table, and keep things moving.