We aim to provide high quality service, but if you have concerns, our complaints procedure is outlined below.
To make a complaint, contact us by:
We strive to resolve complaints within 72 hours. If this is not possible, we will acknowledge your complaint promptly and keep you updated throughout our investigation. If the matter remains unresolved after 56 days, we’ll inform you when you can expect a final response.
Our Final Response letter will detail our findings, include any offer of resolution, and outline next steps.
For pawnbroking complaints, if you disagree with our decision, you can refer your case to the Financial Ombudsman Service (Exchange Tower, London, E14 9SR) within six months of our final response, free of charge. Further information: www.financial-ombudsman.org.uk