The National Association of Jewellers (NAJ) provides a dispute resolution service called NAJ Resolve, which offers a transparent and accessible forum for dissatisfied customers to seek redress. This service is available to customers who have purchased jewellery from NAJ members and are experiencing issues with their purchase.
NAJ Resolve is designed to provide an independent and impartial process for resolving disputes between customers and NAJ members. The service is strictly based on written correspondence, and no verbal communication will be entered into once the service is in progress other than in exceptional circumstances.
Eligibility for NAJ Resolve
To be eligible for NAJ Resolve, the dispute must meet certain criteria, including being a subject that can be reviewed, having exhausted the member’s complaints process, and being received by NAJ Resolve within 12 months of when the issue in the complaint happened. The financial value of the dispute must be between £100 and £10,000.
Customers can search the NAJ’s “check a member” tool to see if the jeweller business they have a dispute with is a member of the Association. The service is unable to progress disputes that are: concerning issues that happened more than a year ago, concerning employment, personnel or contractual matters, the subject of a court case or tribunal, or with a business that is not a member of the Association.
Fees and Registration Process
The cost of registering a dispute with NAJ Resolve is £15. Please note that we cannot accept or process your complaint until this payment is received in full. If you are successful with your claim, you will be reimbursed for this fee by the company. In some cases, an independent expert report may be arranged to assess items such as jewellery or watches, at a cost of £120, which will be shared equally between the consumer and the trader.
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Once a complaint is received, the customer will receive confirmation within five working days. The complaint will then be assessed to ensure it meets the necessary criteria for Alternative Dispute Resolution (ADR). If the complaint is accepted, the NAJ will open a dialogue with both parties to work constructively towards a resolution.
Most disputes are resolved at this stage through informal mediation and communication. In some cases, the matter may be referred to the Centre for Effective Dispute Resolution (CEDR) for independent adjudication. The process is overseen by the Compliance Manager, a full-time permanent employee of the British Allied Trades Federation (BATF), who ensures that all complaints are handled fairly and in accordance with the NAJ’s procedures.
How NAJ Resolve Works
Customers can register their dispute with NAJ Resolve by completing the online complaint form. If they do not have access to the internet, they can request a call back from the Compliance Officer, who can assist them with alternative submission options. The customer will be required to provide detailed information about their dispute, including receipts, correspondence, and photographs.
The process is designed to be clear, user-friendly, and accessible to all parties, including vulnerable consumers. These principles are reflected throughout the NAJ Resolve process, ensuring that outcomes are consistent, fair, and aligned with both legal and ethical standards.
Decisions and Outcomes
Decisions are guided by relevant UK consumer protection laws, including the Consumer Rights Act 2015. The outcome of the NAJ Resolve process is not legally binding unless both parties explicitly agree to it. If both parties do agree, the outcome becomes a contractual agreement enforceable under civil law.
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Customers do not need a solicitor to represent them, but they can ask one to represent them if they wish to. The whole process is conducted in writing, and customers will not be expected to attend a hearing. The fee for mediation is £15, which will be reimbursed if the customer is successful with their claim.
The outcome decision will be issued within 90 days of the complete case file, except in complex cases when the time frame may be extended and parties notified. If the conciliation does not result in a resolution, the customer will be free to pursue a claim through other means, such as the courts.
They are responsible for overseeing the NAJ Resolve process and ensuring all complaints are handled fairly and in line with our procedures. The NAJ also provides support for vulnerable consumers, who can contact the service for help accessing or understanding the process.
Confidentiality and Support
The NAJ Resolve process is confidential, and customers are not allowed to publish any material about the process in a public forum without the trader’s consent.
Customers can find more information about the NAJ Resolve process on the NAJ website, including details about the service’s procedures, fees, and eligibility criteria. The NAJ also provides guidance on how to make a complaint and what to expect from the process. By using NAJ Resolve, customers can resolve their disputes in a fair and efficient manner, without the need for costly and time-consuming legal action.
