general enquiries
We are the world’s leading standard-setting organisation for the jewellery and watch industry
Click on the links below to email the relevant departments and we will be happy to help. You can also take a look at our FAQ page, where you can find the answers to the questions we’re most commonly asked.
- Applications
- Audit results, re-certification and Auditor portal
- Becoming an RJC auditor
- Complaints
- Head of Asian Development (Kinjal Shah)
- Head of European Development (Alyssa Fontaine)
- Head of North American Development (Elyssa Jenkins-Pérez)
- Media, events and branding
- Membership and Member portal
- Standards and development
Responsible Jewellery Council
Office 3, 3rd Floor, Hind House, 2-3 Hind Court, London, EC4A3DL, United Kingdom.
+44 207 321 0992
Raise a complaint or grievance How to raise a complaint or grievance?
Our reputation is crucial if we are to achieve our vision of a responsible worldwide supply chain that promotes trust in the jewellery and watch industry.
When you raise a complaint or grievance (referred to as “complaint”) against potential noncompliance it helps us protect the integrity of the RJC, including our assurance and certification program. The RJC certification is a highly regarded recognition of a member company’s commitment to sustainable and responsible business practices.
To ensure the fair, predictable, rights-compatible and transparent resolution of complaints we use a defined and dedicated mechanism.
The RJC Complaints and Grievance Mechanism provides clear guidance on how to raise a complaint relating to potential noncompliance with the RJC, including our assurance and certification program.
Therefore, before making your complaint please familiarise yourself with the process, especially the admissibility criteria, including prior participation/engagement (refer to Section 6.2 in the mechanism)
Download the RJC Complaints and Grievance Mechanism
We take noncompliance seriously. If you feel the RJC, an RJC certified, uncertified or association member, an RJC-approved certification body (audit firm), individual auditor or assurance provider is not complying with the RJC requirements and policies, including the assurance and certification program, you have the right to complain. Please use our official Complaints and Grievance Form.
Download the RJC Complaints and Grievance Form
We’re here to help: If you have any questions or need any support in preparing and submitting your complaint, please contact us.
complaints@responsiblejewellery.com +44 20 7321 0992
The Complaints and Grievances Mechanism is primarily intended for complaints against the RJC, an RJC certified, uncertified or association member, an RJC-approved certification body (audit firm), individual auditor or assurance provider, as opposed to consumer complaints, that should use other national or local options.
The RJC receives complaints from consumers who wish to raise awareness of quality issues with a product they have purchased. Whilst in most cases these issues would not come under the scope of the RJC Complaints and Grievance Mechanism for investigation, we will help in any way we can to secure consumer confidence in the watch and jewellery industry.
In the first instance consumers should contact the company they purchased the jewellery from directly. However, consumers may also wish to seek advice from citizens advice or trading standards initiative based in their local country or another membership initiative for the jewellery industry.
Below are some useful contacts:
Jewellers Vigilance Committee alternative dispute resolution service
Better Business Bureau (US and Canada)
Federal Trade Commission complaint assistance
Trading Standards (UK)
National Association of Jewellers (if your complaint is against one of their members)