At IBB it is our aim that every customer has a positive experience with the products and service we offer and we embrace feedback from our customers.
We take complaints very seriously and if a customer makes a complaint, it is dealt with courteously and promptly so that the matter may be resolved quickly.
Our team members are trained in handling queries and complaints and will make every effort to investigate and resolve any complaint immediately, providing you with an appropriate response. If you are not satisfied with the outcome of your complaint, advise our team member who will escalate your complaint to a director of the company who will undertake to resolve the matter immediately.
IBB main switchboard number: 020 7025 2500
If your complaint is received in writing, it will be passed to a director of the company to investigate and resolve. We will acknowledge your complaint in writing, normally within 5 working days. We will seek to investigate the complaint within 10 working days of the complaint being received to give an account of the circumstances, which led to the complaint. If we are unable to investigate the complaint within 10 working days, we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed. We will confirm the decision about the complaint in writing immediately after completing our investigation.
Email address: online@ibblondon.com
Postal Address: IBB, Kovacs House, Hatton Garden, London EC1N 8JD
IBB is a proud member of the National Association of Jewellers. In the unlikely event that we have been unable to satisfy you with any concerns under the above procedure you may decide to contact this organisation (naj.co.uk; 0121 0237 1110) or take advice concerning your rights at law.