COMPLAINTS PROCEDURE
We strive to offer a high quality service. However, we all recognise that there may be times when things go wrong. At 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.
Our Final Response letter will:
• Be fair, clear and not misleading:
• Confirm details of our investigation and decision: and
• If relevant, include any relevant offer of remedial action or the appropriate level of redress (or both)
• And any next steps
When you have made a complaint to us, we will:-
• Investigate the complaint
• We will provide a copy of this documented process on request and when acknowledging a complaint. There will be no charge for this.
• A complaint can be made and received via any reasonable means, including letter, telephone (at standard rates) email or in person.
• 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.
Stage 1
• Contact the head office of the company about your dissatisfaction. They will seek to reach a resolution with you in an amicable, collaborative spirit.
Stage 2
• If such a resolution is not possible and you feel that your complaint has not been satisfactorily resolved, contact the Financial Ombudsman Service
• Your complaint will be investigated and the FOS or it’s representative will write to you with his or her conclusions and propose any course of action within eight weeks of the original complaint
• Enclose the Financial Ombudsman Service Leaflet
Stage 3
• If you feel after you have complained you have not been treated fairly; you may refer your complaint to the Financial Ombudsman Service, but this must be done within six months of our final response letter. Although you can refer your complaint to the FOS at any time, they will require our consent to investigate complaints Where:
1) We haven’t had a chance to put things right.
2) We have not exceeded the 56-day timescale and have not yet issued our Final Response Letter.
If your complaint cannot be resolved within 72 hours. 3 working days, we will send you a summary resolution communication letter to advise you how we have resolved your complaint, any further actions we are to take or the appropriate level of redress (or both), and again we will refer you to the Financial Ombudsman Service if you are not satisfied with our handling of the complaint.
Contact Addresses
Chief Executive
The National Pawnbrokers Association
Suite 407
16 High Holborn
London
WC1V 6BX
Enquiries 0208 616 7266
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0845 080 1800
Consumer Enquiries 0845 080 1800
complaints: enquiries@financial-ombudsman.org.uk