Tell Us What Happened
Contact our Customer Services team and provide as much information as possible about your complaint.
Complaints Procedure
At Berry's Jewellers, we are committed to providing a high standard of service. If something has not met the standard you expected, please tell us. We take complaints seriously and will work with you to understand the issue and seek an appropriate resolution.
We'll Review It
We will consider the circumstances fairly and may contact you if we need further information, photographs, documents or other supporting details.
We'll Respond
Once our review is complete, we will explain the outcome and any next steps that are available.
How to Make a Complaint
You can make a complaint by telephone, email or post. To help us review your concerns efficiently, please provide as much relevant information as possible.
- Your full name and contact details.
- Your order number, repair reference or finance agreement details, where applicable.
- The Berry's showroom involved, if relevant.
- A clear explanation of what happened.
- The outcome or resolution you are seeking.
- Any relevant photographs, correspondence or supporting documents.
Making a complaint does not affect your statutory rights.
If your complaint relates to faulty, damaged or misdescribed goods, your rights under applicable consumer law remain unaffected.
How We Handle Complaints
We aim to acknowledge complaints promptly and resolve them as quickly as possible. Some matters may require further investigation, particularly where a product needs to be inspected, a store team or manufacturer needs to be consulted, or a third-party finance provider is involved.
If further investigation is required, we will keep you informed where appropriate and will explain the outcome once our review is complete.
We ask that customers provide any additional information reasonably requested so that we can investigate the complaint fairly.
Complaints About a Purchase
Online Purchases
If your complaint concerns an online order, please contact Customer Services and include your order number where possible.
This may include concerns about ordering, payment, delivery, returns, product condition or the service received.
Contact Customer ServicesShowroom Purchases
If your complaint relates to a purchase or service provided by a particular Berry's showroom, you can contact the showroom directly or contact Customer Services.
We may involve the relevant store team as part of our review.
Find a StoreComplaints About Repairs or Servicing
If your complaint concerns a watch or jewellery repair already being handled by a Berry's showroom, please contact that showroom first where practical, as the team will have access to the repair history and current status of the item.
If the matter remains unresolved, or you would prefer Customer Services to review it, please contact us using the details above and provide the repair reference and relevant showroom.
Complaints About Finance
If your complaint concerns the finance agreement associated with your purchase, please let us know. Where appropriate, we will refer the complaint to Novuna Personal Finance, the credit provider, or advise you how to contact Novuna directly.
Novuna Personal Finance
Novuna Personal Finance is a trading style of Mitsubishi HC Capital UK PLC.
Telephone: 0344 375 5500
Email: complaintsteam@novunapersonalfinance.co.uk
Post:
Complaints Team
Novuna Personal Finance
2 Apex View
Leeds
LS11 9BH
Financial Ombudsman Service
If an eligible finance complaint is not resolved to your satisfaction, you may be able to refer it to the Financial Ombudsman Service after receiving the finance provider's final response, or where the applicable complaint-handling period has expired.
The Financial Ombudsman Service is independent and free for consumers to use.
Visit the Financial Ombudsman Service
If you are unsure whether your complaint relates to Berry's or to your finance agreement, contact our Customer Services team first and we will help direct your complaint appropriately.
Other Ways to Get Help
Some concerns can be resolved more quickly by using the relevant information or service page below.
Complaints FAQs
Will making a complaint affect my consumer rights?
No. Making a complaint does not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or otherwise non-compliant goods.
What information should I include with my complaint?
Please include your contact details, order or repair reference where applicable, the relevant store if one is involved, a clear description of the issue and any supporting photographs or documents.
Who should I contact about an existing repair?
Contact the showroom currently handling the repair first where practical. If the matter remains unresolved, Customer Services can review the complaint.
Who handles a complaint about finance?
Complaints specifically relating to the finance agreement may need to be handled by Novuna Personal Finance. Berry's can help direct the complaint where appropriate.
Can I contact the Financial Ombudsman about a jewellery or watch complaint?
The Financial Ombudsman Service deals with eligible financial-services complaints. It is not the general dispute body for ordinary jewellery, watch, delivery or repair complaints.
Still Need to Speak to Us?
If something has not met the standard you expected, please contact our Customer Services team. We will take your concerns seriously and work with you to understand the issue.
This page explains the Berry's complaints process. Separate statutory or regulatory complaint-handling rules may apply to finance-related complaints and other regulated services.