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First, establish what the jeweller has and what you want
There are two different problems: the jeweller may have taken an advance payment but not supplied an item or service, or may be holding your own jewellery or watch after repair, appraisal, or another service. Record which applies, what was agreed, and whether you want the item returned, the agreed work completed, or your money back. If your property was handed over, identify it as precisely as possible and keep proof of the handover and the terms.
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Build a dated record
Keep copies of the receipt, payment confirmation, repair or sale agreement, job or intake number, photographs or description of the item, proof of posting or delivery, and all messages. Note the dates and times of calls, including who you spoke to and what was said. The Financial Ombudsman Service lists receipts, contracts, correspondence, photographs, and expert evidence among material that may help with payment disputes: Financial Ombudsman Service guidance.
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Make one clear written request
Write to the jeweller using a channel that creates a record, such as email or a letter you can prove was sent. State the relevant transaction or job number, identify the item if one was handed over, describe what has not happened, and specify the remedy you want. Ask the jeweller to confirm whether it has the item, where it is, and when it will return it or complete the agreed work. Give a reasonable response deadline, retain a copy, and save any reply. Citizens Advice recommends making a written complaint and keeping copies: Citizens Advice: getting more help with a consumer problem.
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Choose the payment route that fits how you paid
Contact your bank or payment provider promptly, explain whether the dispute is about non-delivery, incomplete work, or property not returned, and ask what route and deadline apply. A refund is not automatic. Section 75 and chargeback have different rules, and the provider must assess the transaction and evidence.
| How you paid | Route to ask about | Important qualification |
|---|---|---|
| Credit card | Consumer Credit Act Section 75 | Citizens Advice describes the cash price of the individual item as more than £100 and no more than £30,000. The direct relationship between buyer, supplier, and lender matters; a partial card payment may sometimes support a claim for the full qualifying item price, but the provider decides whether the facts qualify. Citizens Advice: claiming under Section 75. |
| Debit card | Chargeback | Chargeback is a card-scheme process, not the same statutory protection as Section 75. MoneyHelper gives 120 days as a general period, but timing can depend on the circumstances; ask your provider to confirm the deadline. MoneyHelper: getting money back after paying by card or PayPal. |
| PayPal balance | PayPal’s dispute process | Use the provider’s dispute route and check its current eligibility and time limits. The applicable process depends on the transaction and payment details. MoneyHelper: getting money back after paying by card or PayPal. |
If the provider rejects or mishandles your claim
Ask the provider to explain its decision and make a formal complaint if you disagree with how it handled the claim. Citizens Advice says that, for an eligible complaint, you can approach the Financial Ombudsman Service if the provider has not responded within eight weeks or you are unhappy with its response. Eligibility and deadlines depend on the circumstances; the Ombudsman’s guidance notes that time limits can vary: Financial Ombudsman Service guidance.
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Check for a jeweller or trade-association dispute process
Look at the jeweller’s website, paperwork, and trade-association membership information for a complaints procedure or alternative dispute resolution (ADR) scheme. Confirm that the jeweller participates and that your type of dispute is eligible before sending documents or paying a fee. If an applicable ADR route exists, Citizens Advice says a court will usually expect you to have tried ADR when it was available: Citizens Advice: getting more help with a consumer problem.
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The National Association of Jewellers’ NAJ Resolve rules dated November 2025 describe independent expert assessment when it is needed to assess jewellery or watches. The rules list a £15 consumer mediation fee, reimbursed by the business if the consumer succeeds, and a £120 expert-report cost-sharing arrangement. These are scheme terms, not universal consumer charges: verify current rules, trader membership, eligibility, and actual costs before relying on the process. The rules do not mean every customer should commission a valuation independently. National Association of Jewellers: NAJ Resolve.
Know when to report the matter to police
A jeweller’s silence, a delay, or poor service alone does not establish theft or fraud. A dispute over what was agreed or whether work was completed is generally a consumer or civil matter. The Metropolitan Police says it is unlikely to intervene in civil disputes unless a crime has been committed or someone is in immediate danger: Metropolitan Police civil-dispute guidance.
If you have a genuine basis to suspect your item was dishonestly taken, disposed of, or otherwise criminally misappropriated, report the facts accurately without presenting suspicion as proven. Police.uk lists online reporting or 101 for non-emergency reports, including a stolen item; use 999 for a serious offence in progress or immediate danger: Police.uk: what to do if you are a victim of crime. Report Fraud says reports are assessed for referral, and a report may not lead to further investigation: Report Fraud.
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Where your property has not been returned, keep a record of each request and response. Depending on the circumstances, a solicitor’s letter, police report, or civil court claim may be relevant; none is a guaranteed route to recovery. Ask the Police: property not returned.
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Consider a civil claim if other routes do not resolve it
A court claim may be an option if the dispute remains unresolved. The appropriate claim and remedy depend on the evidence, value, jurisdiction, and whether you are seeking payment, completion of work, or return of a particular item. Citizens Advice notes that court action can be stressful and time-consuming and may be most worthwhile for a particularly expensive item. Before starting a claim involving a valuable, unique, or sentimental watch or piece of jewellery—or a dispute about ownership, valuation, or the remedy—consider advice from a qualified adviser or solicitor. Citizens Advice: getting more help with a consumer problem.
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Check which UK nation’s guidance applies
The cited Citizens Advice consumer-problem guidance applies to England. Consumer procedure and routes are not fully uniform across the UK, so use the relevant nation-specific guidance if you live in Scotland, Wales, or Northern Ireland. GOV.UK signposts consumer-rights information by nation: GOV.UK: consumer protection rights. For advice tailored to your case, establish where you live, what the jeweller agreed to do, whether it has your property or only your payment, the payment method and date, the item’s value, and any relevant trade-scheme membership.
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