National Association of Jewellers

Help & Guides

Useful information about the ICW Consumer Code for New Homes scheme.

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Jewellers

Frequently asked questions

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Useful documentation

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Video guides

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Useful documentation

Scheme Rules

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Conciliation Guidance Notes (for Customers)

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Conciliation Guidance Notes (for Companies)

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How to complain to your provider

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How to make an effective claim to CEDR

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How we can help you make a complaint

How we do it

Please note that the conciliator will seek to conclude the conciliation within 21 working days of his or her appointment. If an agreement is reached, the parties have 14 days to sign and return the Outcome Statement. Please note that the conciliator will speak to the parties by telephone or communicate in writing (including email) with the parties, either together or individually, to request further information or to explore possible solutions. Therefore please ensure that you are available during the 21 working days so that this stage isn’t prolonged unnecessarily.

Process:

Appoint Conciliator

Within 5 working days of a completed application form being received.

Outcome Statement

15 working days for Conciliator to issue an Outcome Statement.

Acceptance/Rejection

10 working days for Parties to sign and return Outcome Statement.

The steps you must take before submitting a complaint

Contact the company

Contact the jeweller to raise your complaint.

Get in touch with NAJ

If the jewellers is unable to resolve your complaint to your satisfaction you can escalate your complaint to the National Association of Jewellers (NAJ).

Refer to CEDR for conciliation

NAJ may refer your matter to CEDR for independent conciliation.

Make a complaint

Are you a business?

CEDR can provide dispute resolution services for businesses in most sectors.

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Provided at a sustainable cost

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