First Class Watches recognises that there may be occasions when a customer feels that the level of service or treatment that they have received has
fallen short of what might reasonably be expected. This Complaints Handling Procedure reflects our commitment to dealing with such complaints as timely, effectively and fairly as possible.
Our aim is to resolve issues of dissatisfaction as close as possible to the level at which they arise and
to conduct thorough and fair investigations of complaints so that, where appropriate, we can make
evidence-based decisions based on the facts of each individual case.
In the first instance we recommend customers contact us by email or telephone. Most issues can normally be resolved amicably in this way. Our contact telephone number is 01926 298499 and operates during working hours (Monday-Saturday 9am-5pm). You can email us on firstname.lastname@example.org. We generally respond within 1 working day however in the case of complex issues we reserve the right to investigate your queries and speak to third parties as appropriate for example if your item is with a courier or service centre.
If we are unable to resolve your complaint effectively we would recommend you to send a formal complaint. This can be emailed or sent in writing to our business address found at the bottom of this email. Please allow 20 working days for us to investigate and report back to you with our final response. We will to the best of our ability offer a solution which we believe is fair for all parties involved. This will be based on evidence available and if necessary provided by external parties with which we work with to fulfil orders.
If, following our response to your formal complaint, you feel that we have not resolved the issue in a fair or satisfactory manner you have the option under the Online Dispute Resolution Directive to send a complaint for arbirtation by the relevant body (Trading Standards).
First Class Watches Limited
9 Warwick Road