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Complain to F.Hinds

F.Hinds complaints about repairs, guarantees and returns: their customer services email, the free NAJ Resolve dispute service, and what bespoke items change.

Retail

Contact emails

customerservices@fhinds.co.uk

Complaints

onlinesales@fhinds.co.uk

Customer Service

Make a complaint online(opens in a new tab)

F.Hinds handles complaints through its official online form.

Complaint escalation guide

Is there an ombudsman for F.Hinds?

Most high-street and online retailers are not covered by an ombudsman. If F.Hinds will not resolve a faulty-goods or refund complaint, your escalation route is a Section 75 claim or chargeback, then Trading Standards, then the small claims court.

How do you escalate a complaint about F.Hinds?

If you paid by credit card and the item cost over £100, make a Section 75 claim (or a chargeback on a debit card). Report the trader to Trading Standards through the Citizens Advice consumer helpline, and for unresolved amounts use the small claims court.

Laws that protect you

Consumer Rights Act 2015

Products must be of satisfactory quality, fit for purpose, and as described.

Section 9Section 10Section 11

Consumer Contracts Regulations 2013

14-day cooling-off period for online and distance purchases.

Regulation 29Regulation 30

Section 75 Protection

Credit card purchases between £100-£30,000 have joint liability protection.

Tips for F.Hinds complaints

  • Diamond products carry a 2 year guarantee and everything else a minimum of 12 months, which F.Hinds publishes rather than keeping in-store
  • Repairs are guaranteed for 12 months on both parts and labour
  • Bespoke, personalised and specially ordered items are outside the 30 day change-of-mind window, but your statutory rights on a faulty one are unaffected
  • Returns by post are not prepaid unless the item was damaged or wrong, so keep proof of postage
  • Uncollected repairs can be disposed of six months after they notify you, so respond to collection letters

If F.Hinds doesn't respond

  1. 1

    The store or customer services

    They aim to reply in 2 to 3 working days

    Complain to the branch, or email customer services for a store purchase and the online team for a web order

  2. 2

    NAJ Resolve

    F.Hinds is a National Association of Jewellers member and uses its free independent dispute resolution service

    Visit website
  3. 3

    Section 75 or chargeback

    Paid by credit card over £100? Your card provider is jointly liable. Debit card or under £100, ask your bank about chargeback

  4. 4

    Trading Standards

    Report it through Citizens Advice, who pass it to Trading Standards

    Visit website
  5. 5

    Small claims

    File online through Money Claim Online for up to £10,000

    Visit website

Frequently asked questions

You have 30 days for a full refund on faulty goods. After 30 days but within 6 months, the retailer must attempt a repair or replacement first.

Not if the item is faulty, not as described, or unfit for purpose: these are your statutory rights under the Consumer Rights Act 2015 and can’t be overridden by store policy.

If you paid £100–£30,000 by credit card, your card provider is jointly liable with the retailer. You can claim from either party.

Put your complaint in writing to customerservices@fhinds.co.uk with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail.

Send complaints to customerservices@fhinds.co.uk. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Tools & guides for your F.Hinds complaint

Free calculators and explainers that strengthen the case you make to F.Hinds.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at F.Hinds? Reply to complaints here.

Don't let F.Hinds ignore you

Read your F.Hinds letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my F.Hinds complaintSign in

Free to draft • The letter is yours either way

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to F.Hinds or any of the companies listed on this site. Where an address is marked verified, we read it on F.Hinds’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach F.Hinds. This page is for informational purposes only and does not constitute legal advice.