Complaints

Complaints Procedure

At The Luxury Watch Company, we take great pride in the quality of our products and service. However, if something isn’t right, we want to know about it — and put it right quickly and fairly.

This policy explains how you can raise a complaint, how we’ll handle it, and what you can expect from us.

 

1. How to Make a Complaint

You can contact us in any of the following ways:

By Email:  info@theluxurywatchcompany.com

By Post:
The Luxury Watch Company
The Old Laundry
2 Stable Courtyard
Broughton Hall Estate
Skipton
North Yorkshire
BD23 3AE

By Phone:
01756 243168 (Monday–Friday, 9:00 am–5:00 pm)

Please include:

Your full name and contact details

Order number (if applicable)

Details of the issue

Any supporting evidence (e.g., photos or receipts)

We recommend contacting us via email first, so we have a written record of your concern.

2. Acknowledging Your Complaint

We’ll acknowledge your complaint within 2 working days of receiving it.

We’ll confirm who is handling your case and provide a unique reference number for future contact.

3. Investigating Your Complaint

A senior member of our team (not directly involved in the issue) will review your complaint impartially.

We may contact you to request additional details or documentation.

We aim to complete our investigation and provide a written response within 10 working days.

If we need more time (for example, to liaise with a third-party supplier or shipping partner), we’ll let you know and provide an updated timeline.

4. Our Response

Our written response will include:

A summary of your complaint and our investigation

Our decision and any proposed resolution (e.g. repair, replacement, refund, or goodwill gesture)

Steps we’ve taken to prevent a similar issue in future

If your complaint is upheld, we’ll take immediate corrective action and confirm when it’s been completed.

5. If You’re Still Not Satisfied

If you’re unhappy with the outcome, you can request that your case be reviewed by a Company Director.

The Director will conduct a further review and issue a final written decision within 10 working days of your request.

If, after this, you remain dissatisfied, you may seek independent advice from:

Citizens Advice Consumer Service – www.citizensadvice.org.uk

Alternative Dispute Resolution (ADR) provider (if applicable)

Or your local Trading Standards office

We will cooperate fully with any regulatory or legal bodies involved in resolving the matter.

6. Recording & Continuous Improvement

All complaints are logged in our internal Customer Service Register.

We analyse complaints regularly to identify recurring issues and improve our service, communication, or product quality.

7. Our Commitment

We believe that complaints are an opportunity to learn and improve. Our goals are:

• To treat every complaint seriously and confidentially
• To respond promptly and fairly
• To resolve matters to your satisfaction wherever possible
• To use feedback to continuously enhance our customer experience
  

Summary

Stage Action Target Timeframe

1 Acknowledge complaint Within 2 working days

2 Investigate & respond Within 10 working days

3 Director review (if requested) Within 10 working days

4 Final decision issued Within 20 working days total