Complaints Procedure
Complaints Procedure
LWC (Luxury Watches) Services Limited
At LWC (Luxury Watches) Services Limited, we are committed to delivering the highest level of customer service and professional standards. However, we recognise that, at times, things may not go as expected. When this happens, we encourage open communication and aim to resolve complaints promptly, fairly, and with complete transparency.
Contact Details for Complaints
Written complaints may be sent to:
LWC (Luxury Watches) Services Limited
1 Stable Courtyard, Broughton Hall Estate
Skipton, North Yorkshire, BD23 3AE
📧 Email: info@lwc-services.com
Verbal complaints may be made by phone:
📞 +44 (0) 1756 243 168
Complaints may also be received via social media or any other publicly available communication channel.
Receiving Complaints
The team member who receives the complaint should:
Record the details of the complaint clearly and accurately
Collect the complainant’s name, contact details, and their relationship to the company
Inform the complainant that we have a formal complaints procedure
Explain what will happen next and how long the process may take
Where appropriate, request a written account of the complaint via post or email
Resolving Complaints
Stage One – Initial Review
Many complaints can be resolved quickly by the team member directly involved in the issue. Where appropriate, they should aim to resolve the complaint informally and efficiently.
Regardless of resolution at this stage, the complaint should be forwarded to the Service Manager within five business days for logging in the Complaints Register.
If unresolved, the Service Manager will assign an appropriate team member to investigate and respond. Where the complaint relates to a specific staff member, they will be notified and given an opportunity to respond.
An acknowledgement of the complaint will be sent within five working days, outlining who is managing the matter and when a formal response can be expected. A copy of this procedure will be provided.
A full response will typically be issued within 30 days. Where additional time is required due to the nature of the investigation, a progress update will be issued with an expected resolution timeline.
The final response will include:
A summary of the investigation
The findings and conclusion
Any action taken as a result
Stage Two – Escalation to Senior Review
If the complainant is dissatisfied with the outcome of Stage One, they may request a further review.
At this stage, the complaint will be escalated to the Director of LWC (Luxury Watches) Services Limited. This request will be acknowledged within five working days, confirming who will review the case and when a response is expected.
The Director or a delegated senior representative will conduct a further investigation, reviewing all materials and, where necessary, speaking with the original investigating party. The Stage One handler will be kept informed.
A full written response will be provided within 30 days. If that is not possible, an update will be shared along with the expected timeframe for final resolution. The response will clearly outline the investigation, conclusion, and any resulting actions.
This decision will be considered final unless a further escalation is deemed appropriate.
External Review (if applicable)
As LWC (Luxury Watches) Services Limited provides servicing and repair services, customers with unresolved concerns may also seek external advice from a relevant third party if required. For retail-based disputes (sales, finance-related matters), complaints may still be referred to the Financial Ombudsman Service:
🔗 https://www.financial-ombudsman.org.uk
Procedure Variation
In certain circumstances — for example, to avoid conflicts of interest — the Director may vary this procedure. This may include appointing an external or independent reviewer.
Monitoring & Continuous Improvement
All complaints are logged and reviewed annually to identify recurring issues or patterns. These reviews help us improve our internal processes and service standards for the future.
