Raising a complaint
If something has gone wrong, say so. Complaints can be made through the contact page, setting out what happened, when, and what you would like done about it.
What to expect
- Acknowledgement that your complaint has been received.
- A named point of contact dealing with it.
- An explanation of what was found and what will be done.
- A clear answer if the complaint is not upheld, and why.
If you are not satisfied
You can contact Citizens Advice, which provides the consumer service for England and Wales, or your local Trading Standards service. Concerns specifically about hallmarking should be raised with Trading Standards, which enforces the Hallmarking Act 1973.
Target response times will be published here once confirmed.