Complaints Procedure

Complaints Procedure

Complaints Procedure - 247 Diamonds Ltd

At 247 Diamonds Ltd T/A CompareTheDiamond.com, customer satisfaction is our priority. If you have any concerns or complaints, please follow the steps outlined below:

Step 1: Initial Contact
If you're dissatisfied with any aspect of our service, contact our customer service team via email at [email protected] or call us on +44 1451 8105595.
Provide your name, order number, and details of the issue.

Step 2: Acknowledgement
We will acknowledge receipt of your complaint within 24 hours (or the next working day if received on a weekend or holiday).
Our team will investigate the matter and aim to provide a resolution within 7 working days.

Step 3: Investigation
During our investigation, we may request additional information or documentation to better understand the issue.
Our aim is to resolve your complaint fairly and quickly.

Step 4: Resolution
We will provide a written response detailing the outcome of the investigation. If an error occurred, we will take steps to rectify the situation, which may include a refund, replacement, or alternative compensation.

Step 5: Escalation
If you are not satisfied with the outcome, you may request that your complaint be escalated to a senior manager.
A final response will be provided within 14 working days.

Step 6: External Resolution
If you remain dissatisfied after our internal process, you may refer the complaint to an independent resolution body, such as the UK’s Financial Ombudsman Service or the Citizens Advice Bureau.