Complaints Policy

5and20to aims to provide accurate product information, authentic watches and a professional service. Our primary focus is on building a lasting and rewarding relationship for you and us. We do however, recognize that sometimes things dont go to plan and as a consequence, with a view to being transparent and to give our clients reassurance, this complaint procedure has been developed. We hope that it is never used. However, If something goes wrong, we want to know about it and have a fair opportunity to put matters right. We will handle complaints promptly, objectively and respectfully. Making a complaint is free and will not affect your statutory rights.

5and20to is the trading name of 5and20to Limited, a company registered in England under company number 17370482

Our registered office is:

The Corner House, 2 High Street, Aylesford, Kent. ME20 7BG

You can contact us at:

Email: Info@5and20to.co.uk
Telephone: +44 1732 44 4567

References in these terms to “5and20to”, “we”, “us” or “our” mean 5and20to Limited.​

You may use this policy to complain about any aspect of our products or service, including:

• The description, condition or authenticity of a watch;

• An order, reservation or sourcing request;

• Payment, delivery or collection;

• A return, cancellation or refund;

• A fault, warranty claim or repair;

• A valuation, purchase or part-exchange;

• The conduct of a member of our team;

• The handling of personal information; or

• Our website or communications.

A request to cancel an order, reject faulty goods or exercise another legal right will be treated as such even if you describe it as a complaint.

The time taken to investigate a complaint will not reduce or suspend any legal deadline unless the law provides otherwise. You should therefore tell us promptly if you also wish to cancel an order, reject a watch or exercise another right.

You can complain by:

Email: Customer.Service@5and20to.co.uk
Telephone: +44 1732 44 4567

Written complaints are helpful because they create a clear record, but we will not insist on a particular format.

Please provide, where relevant:

• Your name and contact details;

• Your order details;

• The watch brand, model & serial number;

• The date of purchase or relevant event;

• A clear description of what happened;

• Photographs, videos, reports or correspondence supporting the complaint; and

• The outcome you would like us to consider.

Please do not send an item to us until we have provided secure return instructions.

We will make reasonable efforts to ensure that our complaints process is accessible.

You may ask another person to complain on your behalf. Before discussing personal or transaction information with a representative, we may require confirmation that they are authorised to act for you.

Please tell us if you need information in a different format or require reasonable assistance to make or pursue a complaint.

We will:

1. Record the complaint and the date it was received.

2. Acknowledge it within five working days.

3. Identify any information required to investigate it.

4. Review relevant product descriptions, photographs, condition reports, transaction records and communications.

5. Seek an inspection or independent technical opinion where reasonably necessary.

6. Consider the complaint fairly against the contract, our published policies and applicable consumer law.

7. Explain our findings and any proposed resolution.

Where reasonably possible, a complaint involving the conduct or decision of a particular person will be reviewed by someone else.

We aim to provide a substantive response within 14 days after receiving a complaint.

If the matter requires physical inspection, information from a courier, payment provider, watchmaker, manufacturer or another third party, the investigation may take longer.

We aim to issue a final response within 28 days. If that is not possible, we will explain:

• Why more time is required;

• What remains under investigation; and

• When we expect to provide the next update or final response.

These are service targets and do not replace any shorter deadline imposed by law.

We may need to inspect a watch before deciding a complaint concerning its condition, identity, authenticity, operation or conformity with its description.

If we ask you to return it, we will provide packaging and delivery instructions appropriate to its value.

Where the complaint concerns a watch that may be faulty, incorrect, damaged on arrival or materially misdescribed, we will bear reasonable return costs where required by law.

The watch should be returned with all relevant boxes, papers, accessories and bracelet links where reasonably possible. Missing items will not automatically prevent an investigation, but may be relevant to the available remedy.

We may use an appropriately qualified watchmaker, service centre or independent expert. We will explain the outcome of any material inspection or technical assessment.

Depending on the circumstances and your legal rights, we may offer or arrange:

• An explanation or apology;

• Correction of inaccurate information;

• Completion of an outstanding service;

• Return of missing accessories or documents;

• Repair;

• Replacement;

• Refund;

• Price reduction;

• Exchange or credit, where agreed;

• Reimbursement of reasonable return costs;

• A revised valuation; or

• Another appropriate resolution.

Any discretionary goodwill offer is made without affecting statutory rights unless a settlement is expressly agreed.

We will not require you to accept store credit instead of a refund where you are legally entitled to a monetary refund.

The Consumer Rights Act 2015 requires goods supplied to consumers to be as described, of satisfactory quality and fit for any particular purpose made known to the seller.

What constitutes satisfactory quality takes account of relevant circumstances, including a watch’s:

• Age;

• Price;

• Description;

• Disclosed condition; and

• New, pre-owned or vintage status.

A consumer may have a short-term right to reject non-conforming goods during the first 30 days. After that period, rights may include repair, replacement, price reduction or final rejection.

This complaints procedure does not replace or restrict those rights.

Complaints about change-of-mind returns will be considered in accordance with our Returns and Refunds Policy.

Consumers who purchase online or by telephone normally have 14 days after delivery to notify us that they wish to cancel, followed by another 14 days to send the watch back.

If your message clearly communicates a decision to cancel, we will treat the date of that message as the date of cancellation even if the complaint investigation continues afterwards.

Please contact us promptly if you do not recognise a payment or believe a refund has not been processed correctly.

We may review card-machine receipts, transaction references, refund records and information supplied by our payment provider.

Using a card-provider dispute or chargeback process does not prevent you from contacting us. However, we may need to coordinate our response through the card provider once a formal dispute has been opened.

We will not knowingly seek payment twice or obstruct a legitimate chargeback right.

If you are dissatisfied with the initial response, you may ask for the complaint to be reviewed.

Please explain:

• Which findings you disagree with;

• Why you believe the outcome is incorrect; and

• Any further evidence you would like us to consider.

The review will be carried out by the owner.

We will then provide our final response.

Our final response will normally:

• Summarise the complaint;

• Explain the investigation undertaken;

• State our findings;

• Identify any remedy offered;

• Explain any aspects we have not upheld; and

• Provide relevant escalation information.

If an offer must be accepted within a particular period, we will clearly state the deadline. Such a deadline will not restrict rights that cannot legally be limited.

Alternative dispute resolution, or ADR, is a way of attempting to resolve a dispute without court proceedings.

If we cannot resolve a consumer complaint internally, our final response will provide information about a suitable accredited ADR provider or any other complaint-resolution arrangement available to you. We will also state whether 5and20to is required or willing to participate.

Where we are required by law, contract or membership of a trade association to participate in a particular scheme, we will provide details of an ADR when you make the request.

5and20to is not required to participate but agrees to do so in appropriate cases.

Using ADR does not remove any right you may have to bring court proceedings.

Consumers can obtain independent information about their rights from Citizens Advice.

Website: https://www.citizensadvice.org.uk/consumer/
Consumer helpline: 0808 223 1133

Consumers in Scotland can contact Advice Direct Scotland, and consumers in Northern Ireland can contact Consumerline.

You may also seek independent legal advice or use the courts where appropriate.

If your complaint concerns how we collect or use personal information, contact Customer.Service@5and20to.co.uk

We will handle the matter under our Privacy Policy and applicable data-protection law.

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

We understand that a person making a complaint may be frustrated or upset. We will not restrict access to the complaints procedure merely because a complaint is persistent or strongly expressed.

We may, however, take proportionate steps to protect our staff where communications are threatening, discriminatory, abusive or excessively repetitive.

Such steps may include:

• Asking that future communication be made in writing;

• Limiting communication to one nominated contact;

• Declining to respond repeatedly to issues already addressed in a final response; or

• Reporting threats or suspected criminal conduct.

We will continue to consider the substance of a legitimate complaint and will not use this section to avoid our legal obligations.

We keep appropriate records of:

• Complaints received;

• Evidence considered;

• Communications;

• Decisions;

• Remedies offered; and

• Outcomes.

Complaint information is handled in accordance with our Privacy Policy. We share it only where necessary to investigate or resolve the matter, comply with the law, obtain professional advice or protect legal rights.

We periodically review complaints to identify recurring issues and opportunities to improve:

• Product descriptions;

• Condition reporting;

• Packaging and delivery;

• Customer communications;

• Internal procedures; and

• Staff training.

5and20to
5and20to Limited
Customer.Service@5and20to.co.uk
+44 1732 44 4567

This Policy was last updated in September 2026