Robert Gatward Jewellers LTD

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Robert Gatward Jewellers' relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

These terms and conditions apply to the use of this website. By accessing and ordering from this website you agree to be bound by the terms set out below. Any contract formed between ourselves shall be governed by English Law and any disputes that arise will be resolved exclusively in the Courts of England.

The website is owned, operated and managed by Robert Gatward Jewellers Ltd (also referred to as Robert Gatward Jewellers, Robert Gatward, us, we, our) with registered details:

Robert Gatward Jewellers Ltd
17 Market Place
OX14 3HA
Telephone: 01235 849239 (Tuesday to Friday 10am-4:30pm excluding Bank Holidays)
Registered in England No. 07568606
VAT No. 718 1949 12

Robert Gatward Jewellers Ltd is authorised and regulated by the Financial Conduct Authority license no. 634091, acting as a consumer credit broker provided by V12 Retail Finance. V12 is licensed by the Financial Conduct Authority (Consumer Credit Licence: 679653).

We advise you to read these terms and conditions prior to making a purchase.

The term 'Robert Gatward Jewellers’ or 'us' or 'we' refers to the owner of the website whose registered office is 17 Market Place, Abingdon, Oxfordshire, OX14 3HA.  The term 'you' refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. Please see our Privacy Policy for details about how we use cookies.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • The processing of a payment and acknowledgement of an order does not constitute a legally binding contract.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Orders and Contract

Your order for goods is accepted and a contract is formed between Robert Gatward Jewellers and you when we dispatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by Robert Gatward Jewellers, nor at the point in time that you receive an email from Robert Gatward Jewellers acknowledging receipt of your order. Until the goods are dispatched the order may not be accepted by Robert Gatward Jewellers, or may be cancelled by you. Exceptions apply to orders for personalised items and goods made to your order which cannot be cancelled by you once you have received an email confirmation that your order has been received, as such items and goods may already be in production as a result of your order.

Formal Complaints Policy

Important Information for Clients

Robert Gatward Jewellers Ltd is committed to giving clients the highest level of service from the most qualified staff whilst never compromising on our belief of offering quality products at competitive prices. As well as carrying out internal monitoring of our quality standards, we actively request feedback from our clients on how we are performing in order to find opportunities to improve our customer service.
In addition, Robert Gatward Jewellers Ltd is a member of the National Association of Jewellers and are committed to their Code of Practice. A key commitment under the code is that the organisation will uphold best practice when dealing with our customers.
When something does not go as planned, we want you to let us know so that we can take action and provide appropriate solutions.
Should you feel it necessary to make a complaint, we will commit to the following:
• Normally provide corrective action within 48 hours
• Keep you informed by phone call or email should we need more time
• Our team will deal with it fully and provide a final response, in writing by within 20 working days of receipt
• Liaise, at your request, with anyone acting formally on your behalf
Any complaints should be emailed to, posted to Robert Gatward Jewellers Ltd, 17 Market Place, Abingdon OX14 3HA or you can call us on 01235 550906.
Please ensure that you provide your contact details when making your complaint.
If we are unable to resolve your complaint you can take your complaint to the Legal Ombudsman.

Vulnerable Customer Policy

Aim of This Policy

The aim of this policy is to outline the practice and procedures for staff to contribute to the prevention of detriment to clients who find themselves in vulnerable circumstances.

The policy covers all staff within the firm, and in particular those operating in areas that deal directly with customers.

Definition of This Policy

The Financial Conduct Authority (FCA) has developed the following definition to guide work in this area:

“A vulnerable consumer to be someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

Vulnerability occurs in a variety of ways which may be permanent, temporary, or even sporadic, dependent on its nature.  In many circumstances the individual may not recognise themselves as ‘vulnerable’.

We recognise that vulnerability may not be simply due to the situation of the consumer but caused or aggravated by the actions or processes of the firms they may deal with.

We recognise that clients who might be considered as being in vulnerable circumstances could include clients with:
mental capacity deficiencies (including language or communication), including mental illness and dementia;
stress or subject to financial shock of all types, such as employment concerns, bereavement (or potential bereavement), marital or relationship difficulties;
a physical impairment that may not allow them to engage with automated, or other standard process requirements (such as photographic ID, phone key pad recognition, or internet applications);
severe and long-term illness (both life-limiting and where recovery is expected);
little or no financial experience (financially unsophisticated) or who are “under banked “;
low income;
an existing distressed financial situation;
responsibilities for others, such as ‘carers’ or acting as power of attorney;
no access to the internet or other digital media;
poor language skills.
a general vulnerability due to being aged 75 and over

As a firm we must remain mindful of the potential for enquiry by these clients and the potential for any change of circumstance in respect of existing customers.

Identification of Clients in Vulnerable Circumstances

Vulnerability is broad and may occur at any time.  It will usually involve the interplay of characteristics of the individual, their circumstances, and static or transitory status.

We only deal with customers in vulnerable circumstances where we are aware of their needs:

  1. mental capacity deficiencies – the FCA provides clear guidance on the identification of mental capacity limitation issues in their Handbook, specifically under CONC 2.10.8.
  2. stress or financial shock – may be identifiable (facial expression, posture or stance etc.), but otherwise may be revealed through conversation before and during interview
  3. physical impairment – may be identified visually, or through interview
  4. severe and long-term illness – may be identifiable through conversation or through interview
  5. “financially unsophisticated” or “under banked” – may be identified through the fact find process and their credit profile
  6. low income – may be identified through interview and credit profile
  7. in financial distress – may be identified through interview and credit profile
  8. carers – may be identified through interview or conversation
  9. digital exclusion – identifiable through interview or via routes of engagement (or non-engagement) with the firm
  10. poor language skills – may be audible or identifiable via routes of engagement with firm
  11. clients aged 75 and over – should be offered the opportunity to have a relative or friend accompany the client to a meeting

Assessment and Management of the Risk

We will not discriminate against clients in vulnerable circumstances by way of adjustment to fees or any refusal to assist purely on the grounds of the client’s circumstance (unless that circumstance creates a situation which is likely to lead to detriment or a risk that removes the availability of any finance facility).

We will review our practices periodically for consistency and to determine adherence to the stated policy.

The following table illustrates mitigating actions for clients with mental capacity deficiencies (for the avoidance of confusion “competent person” means an individual without the limitation presented by the client):


Capacity Issue




Client cannot fully understand important features of their agreement with us.

Client to instruct a competent person to act as interpreter.

Other communication problem created by disability

As above

Client to instruct a competent person to act as interpreter.

Client to nominate a reasonable communication medium suitable for their disability.

Mental incapacity (temporary) e.g. intoxication, mental illness

As above plus the potential for reckless disregard for consequence

Any finance agreement must be reached outside of any period of incapacity.

Client should be encouraged to seek independent professional advice.

If agreement cannot be reached outside of any incapacity, client must provide “Power of Attorney” for a competent individual to act on their behalf.

Mental incapacity (permanent)

As above plus the possibility that any agreement might be unenforceable as a result of known incapacity.

Client must provide “Power of Attorney” to a competent individual to act on their behalf.


Rights and Responsibilities

Our responsibilities:

  • To abide by the FCA’s principles and rules in this area

FCA Principles for Business 6 & 7
ICOBS 2.2.2R; and 6.1.5R;
CONC 8.2.7;
DEPP 6.5A.2 (calculation of enforcement fines); and
Individual conduct rules (treating customers fairly).

  • To ensure staff are aware of this policy and are adequately trained to identify and deal with clients who are or may appear “vulnerable”
  • To support individuals in relation to identified risk and vulnerability
  • To provide means of reporting any instance where they believe that a client might be in vulnerable circumstances

Responsibilities of our employees:

  • To be familiar with this policy and procedures, and be able to recognise where additional support or sign-posting to other agencies may be required
  • To take appropriate action in line with this policy
  • To report any instance where they believe that a client might be in a vulnerable circumstance, and act accordingly in line with the policy 

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