National Association of Jewellers

Address

Federation House

10 Vyse Street

Hockley

Birmingham

B18 6LT

Contact information
Tel: 0121 237 1110

The entity is competent for disputes in the following sectors

Jewellery and watch retail
Jewellery manufacture, repair, resizing and remodelling
Valuations and appraisals
Bespoke and commissioned jewellery items
Services provided by NAJ member businesses relating to jewellery and watches

(NAJ Resolve handles consumer‑to‑business disputes involving any NAJ member business across all sectors of the jewellery industry.)

The entity is competent for disputes initiated by

The entity is competent for disputes against traders established in

Fees

£15 consumer fee for mediation
Fee reimbursed by the trader if the consumer’s claim is upheld.
Expert report (if required): £120 shared between parties. Consumer pays £60 initially but is reimbursed if the report supports their claim.

Language(s)

The entity is handling the procedure in the following languages:

Average length of the procedure (in days or months)

Conduct of the procedure

Outcome of the procedure

The proposed solution is non‑binding unless both parties explicitly agree to make it binding
If accepted by both parties, it becomes a contractual agreement enforceable under civil law

Grounds for refusal

The customer has not first attempted to resolve the complaint directly with the trader
The dispute is currently being, or has been in the past, considered by another ADR scheme or court
The dispute is frivolous or vexatious
The complaint is lodged more than 12 months after last contact with the trader
The value of the claim is outside the financial threshold (£100–£10,000)
Handling the dispute would seriously impair NAJ Resolve’s ability to operate effectively
The trader is not an NAJ member
The dispute falls outside NAJ Resolve’s competence or sector
A party deliberately misleads the ADR body about facts affecting eligibility

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