W.E. Clark Watch Repairs: Customer Complaints Policy
Our Commitment
At W.E. Clark Watch Repairs, we are dedicated to delivering excellence in every interaction. We understand that occasionally things may not go as planned, which is why we have established a clear framework to address and resolve any concerns you may have as swiftly and effectively as possible.
As a valued client, you have the right to voice your dissatisfaction. This policy outlines our formal procedures for managing both verbal and written complaints to ensure they are handled with the care and attention they deserve.
How to Reach Us
We aim to settle all disputes quickly. If you have concerns regarding our products or services, please contact us via phone, post, or email so we can work to put things right.
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Primary Contact: David Clark
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Email: davidclark@weclarkandson.co.uk
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Address: 224 High St, Lewes, BN7 2AF
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Telephone: 01323 406394
Our Standards of Service
To ensure a fair and consistent experience for all our clients, we commit to the following:
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Accessibility: Ensuring our complaints process is easy to use for everyone, including vulnerable customers or those with specific requirements.
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Efficiency: Maintaining a structured system to handle grievances without unnecessary delay.
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Transparency: Keeping you fully informed about the status of your case, the actions we are taking, and the expected resolution dates.
The Resolution Process
1. Initial Contact & Acknowledgement In the first instance, please direct your complaint to David Clark at the email address provided above. Once we receive your message or call, we will formally acknowledge it. Our primary goal is to resolve the vast majority of issues during this initial conversation.
2. Investigation Phase If we cannot settle the matter immediately, we may need to conduct a deeper investigation. While we aim to conclude this within 10 business days, complex cases may take longer. If a delay occurs, we will explain the reason and provide a new estimated completion date.
3. Formal Outcome We aim to finalize all complaints within 30 calendar days. Once our review is complete, we will contact you to explain our findings, our proposed solution, and any actions taken.
If We Cannot Reach An Agreement
If your complaint is not resolved to your satisfaction within 8 weeks, we will:
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Provide a written update explaining the reasons for the delay and when we expect to reach a conclusion.
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Issue a “Final Decision” letter or email which clearly explains our final position on the matter.
Independent Dispute Resolution: NAJ Resolve
While we prefer to settle all matters internally, we recognize that an independent perspective can be helpful for both parties. If you remain unhappy with our final response, or if eight weeks have passed since your initial complaint was lodged, you may refer the matter to NAJ Resolve.
As proud members of the National Association of Jewellers, we adhere to the NAJ Code of Conduct. This entitles our customers to access this specialized compliance and mediation service designed specifically for the jewelry and watchmaking industry.
NAJ Resolve acts as a neutral third party to review the facts of the case and provide a structured environment for mediation. This ensures that industry-specific expertise is applied to the dispute while maintaining total impartiality.
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Online: www.naj.co.uk/naj-resolve
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Email: compliance@naj.co.uk
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Address: Federation House, 10 Vyse Street, Birmingham, B18 6LT
Please note: Using this service does not affect your statutory legal rights.