Complaints Policy

How To Get in Touch

In order for us to deal with your issue in as timely a manner as possible, please do contact our Client Experience Department, ensuring you include full details of your complaint. We will do everything possible to address your concerns.

Please email client.experience@thewosgroup.com or write to us at the following address.

Watches of Switzerland Company Limited
Part of The Watches of Switzerland Group
Carlton Park
King Edward Avenue
Leicester
LE19 0AL

Please include your full name, contact details and any relevant reference numbers to ensure the process is as smooth and efficient as possible.

Our registered office is at Aurum House, 2, Elland Road, Braunstone Leicester LE3 1TT.

Alternatively, you can contact us by phone on 0800 587 9144. Lines are open from 9:30AM - 4:30PM, Monday to Friday.

Expected Timeframe

We commit to contacting you within 5 working days (not including weekends or bank holidays) to acknowledge your concerns. If your complaint is not able to be resolved immediately, we will be transparent as to why and will inform you of an estimated resolution date.

Further steps

In the extremely rare event of a resolution not being reached, there are further steps you can take. The Watches of Switzerland Group, in accordance with the Consumer Rights Act 2015, are able to direct you to pursue the matter with Consumer Arbitration, an independent complaints service. Their contact details are as follows:

Consumer Arbitration
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

Email: enquiries@cdrl.org.uk
Telephone: 0203 540 8063
Website: www.consumerarbitration.co.uk