Complaints Procedure

Making a complaint
We strive to offer a high quality service. However we all recognise that there may be times when things go wrong.

At the least you are entitled to an explanation of why you have been treated as you have been. It is important that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from our mistakes so that we can improve our service to you. Our Complaints Procedure is outlined below.

Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.

When you have made a complaint to us, we will:-
Investigate your complaint
Where we are at fault, we will endeavour to put things right to the best of our ability
Where we are wrong, review our procedures or services to avoid the problem occurring again
Inform you of our findings
Stage 1:
Contact us about your dissatisfaction. We will seek to reach a resolution with you in an amicable, collaborative spirit. You may contact us as follows:-

By Phone: 020 7739 8084
By Post: 244 Bethnal Green Road Bethnal Green London E2 0AA
By Email:
In Person: by speaking to the Manager in store

Your complaint will be investigated by the Managing Director or their representative. If your complaint can be resolved within three business days we will send you written details of that complaint and it’s outcome called a Summary Resolution Communications Letter. If we cannot fully deal with your complaint within this timeframe we will write to you to acknowledge receipt of your complaint. We will also tell you who is handling your complaint, our understanding of the nature of your complaint and the anticipated timescales for completion.

Your complaint will be dealt within eight weeks (56 days) of the original complaint and the Managing Director or their representative will write to you with their conclusions and course of action. This letter is called a Final Resolution Letter. If this deadline cannot be met, you will receive a letter explaining why not and what happens next.

Stage 2:
If, at any point you are unhappy with our handling of your complaint, or feel that you have not been treated fairly, you may refer your complaint to the Financial Ombudsman Service, although they will need our agreement to investigate a complaint where we haven’t had the chance to put things right or where we have not exceeded the 56 day timescale and have not yet issued our final response letter.

You must refer your complaint to FOS within six months of the date of our Final Response letter. We will send you their leaflet with our written communications and their contact details are:-

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4 567

Our trade body is:
The National Pawnbrokers Association
Suite 407
16 High Holborn

Tel: 020 8616 7266