Submit your complaint 

As part of the Customer Charter, members are required to deal with any complaints in a timely and fair manner and, in the event of a dispute, clearly explain the NAJ procedure for mediation. Members should provide details of NAJ Resolve or the NAJ Compliance Officer’s contact details to facilitate a timely resolution. The member is then required to cooperate fully with any enquiry to resolve any disputes and abide by the findings and decision. 

We recognise that although the majority of jewellery bought from members of the Association is done so with absolute customer satisfaction, there are times when this is not the case. In these circumstances, an independent complaints service can help to resolve the matter. 

NAJ Resolve is the dispute resolution service provided by the National Association of Jewellers to provide a transparent and accessible forum where dissatisfied customers can seek redress while avoiding stressful confrontation. 

View resolution flow diagram

Am I eligible for the service? 

NAJ Resolve is only accessible to members of the National Association of Jewellers. You can search the check a member tool to see if the jeweller business you have a dispute with is a member of the Association. 

In addition, your dispute must:

• Be a subject that can be reviewed 
• Have exhausted the members' complaints process 
• Be received by NAJ Resolve within 12 months of when the issue in your complaint happened 
• Have enough detail and information for the service to process the dispute. 
• The financial value of the dispute must be between £100 and £10,000

The NAJ Resolve service is, therefore, unable to progress disputes that are: 

• Concerning issues that happened more than a year ago 
• Concerning employment, personnel or contractual matters 
• The subject of a court case or tribunal 
• With a business that is not a member of the Association.  

The service is strictly based on written correspondence only, and no verbal communication will be entered into once the service is in progress other than in exceptional circumstances.  

NAJ Resolve does not deal with the matter of compensation. 

Check a member

How does NAJ Resolve work?  

If all efforts by the member to resolve a complaint or dispute have been unsuccessful, you can register your dispute by completing the online complaint form. If you do not have access to the internet, you can request a call back from the Compliance Officer by calling 0121 237 1111, who can assist you with alternative submission options.

Once your complaint is received, you will receive confirmation within five working days. When we have received a complete case file, both parties will be informed, and the complaint will be assessed to ensure it meets the necessary criteria for Alternative Dispute Resolution (ADR).

If the complaint is accepted, NAJ will open a dialogue with both parties to work constructively toward a resolution. Most disputes are resolved at this stage through informal mediation and communication.

In some cases, where appropriate and at NAJ’s discretion, the matter may be referred to CEDR (Centre for Effective Dispute Resolution) for independent adjudication. If this happens, an independent adjudicator will review the case and issue a final decision.

View CEDR

At any point during the process, either party may choose to withdraw from ADR.

The process is overseen by the Compliance Manager, a full-time permanent employee of the British Allied Trades Federation (BATF), who ensures that all complaints are handled fairly and in accordance with our procedures.
Any potential conflicts of interest are recorded in a dedicated log and managed in line with our internal policy to ensure impartiality throughout the process.

Once a decision has been made, both parties will be notified of the outcome, and a written statement will be provided explaining the reasons for the decision. 

Register my dispute

Make a complaint 

To register your dispute with NAJ Resolve, the quickest and easiest way is to complete our online complaint form. This is our preferred method and ensures we can begin processing your complaint as soon as possible. If you are unable to complete the form online, you can download the complaint form here and return it by post.

Please note: Once a postal form has been received, we will contact you to take a £15 payment before we can begin processing your complaint.

If you’re unable to download the form, you can request a call back from our Compliance Officer to arrange for a copy to be posted to you. Please call 0121 237 1111. We aim to return calls within five working days.

Once we have received a complete case file, both parties will be informed, and the complaint will be assessed for eligibility under the NAJ Resolve process.

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Frequently asked questions 

Is the outcome of NAJ Resolve legally binding?

No, the outcome of the NAJ Resolve process is not legally binding unless both parties explicitly agree to it. If both parties do agree, the outcome becomes a contractual agreement enforceable under civil law. Using NAJ Resolve does not prevent either party from seeking redress through the courts.

While NAJ Resolve does not impose penalties for non-compliance, serious or repeated breaches of the NAJ Code of Conduct, such as failing to engage in good faith or honour an agreed resolution, may lead to disciplinary action.

What is alternative dispute resolution?  

Alternative dispute resolution (ADR) is a way of resolving disputes informally and confidentially without needing to escalate matters to the courts. Mediation is one of the ADR methods employed by NAJ Resolve.  

What is Mediation?  

Mediation in NAJ Resolve is a voluntary and impartial process where an NAJ mediator helps a consumer and a member business reach a mutual agreement to resolve their dispute, without taking sides or imposing a decision.

How are decisions made in the NAJ Resolve dispute resolution process?

All decisions are guided by relevant UK consumer protection laws, including the Consumer Rights Act 2015 and other applicable legislation.

As part of the National Association of Jewellers, the service adheres to the NAJ’s Code of Conduct, which sets high standards for honesty, integrity and professionalism. Each case is assessed independently, ensuring that both consumer and trader perspectives are considered equally and without bias.

Dispute outcomes are based on the documentation and evidence provided by both parties, including receipts, correspondence, expert reports, and photographs. Where legislation does not provide a clear resolution, decisions are made based on what is fair and reasonable under the circumstances.

The process is designed to be clear, user-friendly, and accessible to all parties, including vulnerable consumers. These principles are reflected throughout the NAJ Resolve process, ensuring that outcomes are consistent, fair, and aligned with both legal and ethical standards.

Do I need a solicitor to represent me?  

You do not need a solicitor, but you can ask one to represent you if you wish to. However, you cannot claim any charges your solicitor may make for their services. 

Will I be expected to go to a hearing?  

No, the whole process is conducted in writing (email preferred). 

How much does it cost?  

The fee for mediation is £15. Please note that we cannot accept or process your complaint until this payment is received in full. If you are successful with your claim, you will be reimbursed for this fee by the company.

In cases where items of jewellery or watches must undergo examination and assessment by an independent expert to determine where a fault lies, the NAJ can facilitate such a report. The cost of this report is £120. Should the item require further testing, such as in a laboratory, additional costs will be incurred, which would be communicated prior to any commencement.

The NAJ will also accept the findings of members of the Academy of Experts or other appropriate expert witness associations or verified independent experts. The opinion of another jewellery business will not be classed as independent due to the conflict of interest.

Who pays for the Expert Report?

Where necessary, an independent expert report may be arranged to assess items such as jewellery or watches. This is typically required when there is a dispute over the nature, cause, or extent of damage to an item. In such cases, an independent expert report provides the material evidence needed for us to make a fair and informed decision.

To ensure accessibility and fairness, the cost of the report (£120) will be shared equally between the consumer and the trader, with each party contributing £60. If the ADR decision is in favour of the consumer, their £60 contribution will be refunded. This arrangement will be confirmed with both parties before the report is commissioned.

How long will it take?  

The outcome decision will be issued within 90 days of the complete case file, except in complex cases when the time frame may be extended and parties notified.

What happens if we don’t agree on a resolution?  

You will be free to pursue a claim through other means, such as the courts, if the conciliation does not result in a resolution and nothing you have said to the conciliator, or offered to the business during the conciliation, can be used against you in that court action.  

Can I send copies of the outcome statement to consumer forums or publish it on a website? 

Conciliation is a confidential contractual process between you and the business. If you choose to publish a copy of any material about the process in a public forum, the trader may take action against you for breaking the contract. 

Who will handle my complaint?

Your complaint will be reviewed by the NAJ Compliance Manager, a full-time, permanent employee of the British Allied Trades Federation (BATF). The NAJ Compliance Manager was appointed after a rigorous interview process to ensure competency. They are responsible for overseeing the NAJ Resolve process and ensuring all complaints are handled fairly and in line with our procedures.

What if I am in a vulnerable situation or need extra support?

We understand that some consumers may face additional challenges. Please contact us if you need help accessing or understanding the process, and we will make reasonable adjustments to support you. More information can be found here; Consumer vulnerability | Business Companion

What happens to my personal data?

NAJ Resolve retains personal data related to ADR complaints for a period of 2 years from the date a case is closed. This retention period is based on:

• The need to comply with the Chartered Trading Standards Institute (CTSI) audit cycle
• Our commitment to transparency, accountability, and service quality
• The requirements of the UK General Data Protection Regulation (UK GDPR)

After 2 years, personal data is securely deleted or anonymised unless a longer retention period is required by law or for the establishment, exercise, or defence of legal claims.

We regularly review our data retention practices to ensure compliance with the storage limitation principle under Article 5(1)(e) of UK GDPR.

Consumers have the right to request access to, correction of, or deletion of their personal data at any time, subject to applicable legal exceptions.

Make a complaint now

NAJ Resolve Policies and Reports

NAJ Resolve Scheme Rules

NAJ Resolve Complaint Handling and ADR Policy

NAJ Resolve Conflict of Interest Policy