Vulnerable Customer & Complaints Policy

Vulnerable Customer Policy

Outlined below is the ‘Vulnerable Customer Policy’ for Michael Jones Jeweller.  This is to ensure that the way we conduct our business does not have a detrimental impact upon vulnerable customers.

The FCA expects firms like ourselves to treat all our customers fairly. When dealing with people who  are of vulnerable circumstances we should take account of such vulnerability to ensure that the way we sell and provide our services does not cause them detriment.

Definition of a vulnerable customer

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

Identifying a vulnerable customer

Although we train staff to identify vulnerable customers, it is not always easy to identify customers who may be deemed vulnerable. If you believe you meet the criteria for a vulnerable customer, please notify us as soon as possible of your particular needs. You are encouraged to do this when you first make contact with us. If you make us aware or we identify we are dealing with a vulnerable customer we will provide the additional level of assistance required in order to achieve a fair and appropriate outcome.

Vulnerability groups

Certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

A customer with a reduction in physical or mental capacity, with communication difficulties (including learning difficulties and English not being their first language, dyslexia)

Customer with health issues or illness, whether physical or mental illness, severe or long term or a sudden diagnosis of serious illness to the customer or close family member.

Personal circumstances of the customer, such as financial difficulties, bereavement, caring responsibilities or redundancy

Michael Jones Jeweller's key principles of Vulnerable Customer interactions

If we suspect or know we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:

Make a record of this and ensure we adhere to this policy and to the following:

We will ask if there is anybody with you who is able to assist. If we believe this will be beneficial, we will ask if you would prefer to make arrangements to continue when someone is able to assist you.

We will provide additional opportunities for you to ask questions about the information we have provided, continuously seeking confirmation that you have understood the information provided.

You have the opportunity to complete the transaction after a period of further consideration.

If we are unable to assist you satisfactorily, we will try and make sure that you understand what alternative options are available to you, we may also seek specialist help/advice from trade bodies of partners if required.

Please contact us if you have any questions about our Vulnerable Customer Policy 

by email:

by telephone: 01604632548

or write to us at:
Michael Jones Jeweller,
One Gold Street,


Complaints Policy

Michael Jones Jeweller is dedicated to providing excellent customer service. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

We want to resolve your complaints or any issues you may have as soon as possible and we will do our best to fix the problem you may be having with our services, as soon as possible.

How to contact us

by email:

by telephone: 01604632548

or write to us at:
Michael Jones Jeweller,
One Gold Street,

Our Responsibilities
- To provide an efficient, fair, and structured mechanism for handling complaints.
- To provide our customers with access to the complaints handling process, including those customers who are vulnerable and those with special needs or requirements.
- To keep customers informed as to the progress of their complaint and expected timeframe for resolution.

Handling Your Complaint
- Upon receiving a complaint, we will acknowledge your matter via telephone or email within one working day.
- We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
- Our aim is to resolve complaints in a timely manner and we will resolve a matter withing 30 calendar days.
- We will advise you of the outcome of your complaint.

In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response.

Further information regarding the Financial Ombudsman Service can be found on their website at