JEWEL HOME GROUP LTD COMPLAINTS PROCEDURE

Jewel Home Group Limited

Updated April 2025

 

Complaints Contact Details

Name: Kella Ravenshill

Telephone: 01252547365

E-mail: info@jewel-home.co.uk

 

Our Procedures

Any complaint, verbal or written, including electronically, will be referred to our complaint’s manager at the earliest opportunity or to a member of senior management if the complaints manager is unavailable. 

• We will record details on the our CRM immediately

• If the complaint is received verbally, we will not delay your complaint by asking you to write to us with the details

• We will acknowledge the complaint in writing promptly

• We will make contact to seek clarification on any points where necessary

• Your complaint will be fully investigated internally 

• You will be kept informed of our progress

• You will be kept up to date on our findings and proposed response

• We will provide clear timelines to respond

• We will advise on progress and we will let you have our final response as soon as possible and not later than eight weeks.

Jewel Home Group Limited

Customers may express dissatisfaction to us about our products and services. We will need to establish whether or not the complaint relates to the information given, the company, or the service and installation. If the details are unclear, we will proceed with our own investigation to find out where the complaint lies. Our complaints manager will review your complaint and take the complaint to the relevant manager for them to investigate and provide a written explanation and supporting information where necessary. This may include photos, checklists or remedial satisfaction notes.

Investigation

The complaints manager will establish the nature and scope of the complaint, and will:-

• Deal with complaints promptly and fairly

• Give complainants clear replies and, where appropriate, fair redress

• We may take up to eight weeks to provide a response.

Eligible Complainants

It is Jewel Home Group Ltd’s policy to treat all complainants the same, however, eligible complainants, customers that have purchased goods and services using a lenders finance, are legally defined and have additional rights in law that we must acknowledge and adhere to.

The following Financial Conduct Authority complaints rules apply to complaints:

• Made by, or on behalf of an eligible complainant

• Relating to regulated

• Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

Final response

Our final response will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Jewel Home Group Ltd must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost. They must also indicate whether or not we consent to waive the relevant time.

Complaints Settled within three business days

Complaints that can be settled to the customer’s satisfaction within three business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the company will promptly send a ‘Summary Resolution Communication’, being a written communication from them which:-

• Refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction

• Jewel Home Group Ltd will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to Jewel Home for further consideration or alternatively refer the complaint to the Financial Ombudsman Service

• Provide the website address of the Financial Ombudsman Service; and

• Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, Jewel Home Group Ltd may also use other methods to communicate the information where:

• We consider that doing so may better meet the customer’s needs; or

• They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages.

 Closing a complaint

Jewel Home Group Ltd will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact:

The Financial Ombudsman Service, Exchange Tower, London E14 9SRTel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.u

Website: www.financial-ombudsman.org.uk