Introducing NAJ Resolve; upgraded conflict resolution services for jewellers

10 May 2021

The National Association of Jewellers has announced an upgrade to its complaint mediation service to help members give further peace of mind to consumers and clients when buying jewellery.

NAJ Resolve provides members of the Association with a free alternative dispute resolution service, including conciliation and adjudication, delivered in conjunction with the Centre for Effective Dispute Resolution (CEDR), a specialist not for profit supplier of conflict resolution services. 

View NAJ Resolve

Scott Williams, Head of Membership Services for NAJ said, 

The NAJ member logo is assurance to consumers that they can shop with peace of mind, knowing that the jeweller abides by the Association’s code of conduct, built on honesty, integrity and professionalism.

Delivered in conjunction with CEDR, NAJ Resolve underpins that assurance, delivering a transparent and accessible forum where dissatisfied customers can seek redress while avoiding stressful confrontation.

Compliant mediation has long been a popular benefit for members and NAJ Resolve will help NAJ members concentrate on what they do best as jewellery businesses enter into the new normal.

How does it work? 

In the event of a dispute with a customer, NAJ members can direct the affected parties to an independent complaints process, something that businesses are required to have access to by law. 

The NAJ Resolve service will then process the dispute aiming to reach a resolution with dialogue between both parties (stage one), so long as the complaint is legitimate and meets necessary criteria. Unresolved matters will then move to conciliation (stage two) or an independent adjudicator (stage three) to settle the matter for good. 

 

What’s different to before? 

Previously the Association delivered complaint mediation within the existing staff team and enlisted professional services when required.  

Although the registration and administration of disputes is handled internally, with NAJ Resolve members can now benefit from conciliation and adjudication services by CEDR, which also serves some of Britain’s best-known companies such as British Airways and the Royal Mail.  

 

Assuring your customers 

At a time when much of the UK is returning to the High Street, NAJ Resolve represents further assurance for customers to buy from NAJ members, as well as potentially saving members time, money and stress in the event of a dispute. 

NAJ Resolve also caters for trade disputes enabling the whole membership to benefit from the upgraded service. 

Register a dispute

 

Source: The National Association of Jewellers