UPDATE:After several emails to both Head Office and my local store I was advised by the CAB (who have a dedicated consumer rights team) to write to both my local store and copy in Head Office quoting SOGA (found a really useful template which I can link to if people are interested)Head Office wrote a latter advising me to get the bracelet assessed by either their jewellery team (which they would do free of charge) or an independant jeweller. I was all set to go via an independant jeweller as I didn;t trust the Pandora jewellery reapir guys to be suitably independant when I received a call from the Manager of the Sheffield store. She explained that she had spoken to Head Office and as a "gesture of goodwill with no admission of liability) would send the bracelet away for any necessary repairs free of charge for me and I would not be charged for any repairs which needed carrying out in order to get my bracelet and the issue with the faulty charm rectified. I have taken them up on this offer and my bracelet will be returned to me within two weeks. Moral of the sotry - DON'T GIVE UP!

Thanks for the reply poppie - I'm arguing SOGA with them at the moment but due to how they have treated me I intend to go all the way to small claims if need be. I know the repairs would probably be less than the small claims fee but it's more about the point of it now. They've sold me a bracelet that is clearly faulty and are basically saying well it lasted out longer than the warranty period so tough. I sterling silver bracelet such as this should last longer than 18 months. Mine has a lot of sentimental value so I'm really careful with it and I refuse to be fobbed off by them. What REALLY annoys me is I'm actually already on my second bracelet. The original was bought 3 years ago and broke after 18 months. When I took it into the local store they agreed it was a fault and replaced it free of charge. Fast forward ANOTHER 18 months and EXACTLY the same fault has occured only this time they tell me they'll have to send it off for repairs and they intend to charge me for these repairs. Also they reckon it will be away for repair for a minimum of 6 WEEKS! I will keep you updated on progress if you like as I am not going to let this one lie. I am sick to the back teeth of large companies such as Pandora treating people like dirt just because they're the big guys and we're the little guys. All I am asking is that they carry out a repair or replacement on something that was clearly not of satifactory quality or fit for purpose! If anyone wants me to answer any questions about what I've done so far, where I've got to or what progress (if any) I make with Pandora then please let me know as I'm happy to keep folk updated.

Bit of a long shot waiting on a reply but I wondered if you ever had any luck with this at all. I'm in a similar position, finally managed to get a response from Customer Services via email and was told basically that it's tough cos it's out of warranty. Have replied back to them stating the Sales Of Goods Act which states that an item should be of reasonable quality and fit for purpose. Fully willing to go down letter before action and small claims court if I need to though.