Pickwick strive to offer a high quality service. However, should a situation arise when business is not transacted to your absolute satisfaction, you are entitled to an explanation of what has happened.It is a fundamental approach of our company that you are given the opportunity to question what has occurred if you are not absolutely happy with our service. Should an error by the company have taken place, we shall ensure we rectify the matter as soon as we are able and then use the lessons learnt to improve our service to you. Our complaints procedure is outlined below.
Whatever the issue, you can be assured that every problem will be dealt with and if we are at fault, we will do all we can to resolve the error in the fastest time possible. Where the fault is ours, we shall review our procedures and/or services to ensure the problem does not occur again.
|1||Investigate your complaint|
|2||Inform you of our findings|
|3||If we are at fault, we will endeavor to rectify the matter to the best of our ability|
Contact the branch at which you transacted about your dissatisfaction or email us at firstname.lastname@example.org. We shall acknowledge your complaint within 1 working day and answer you within 5 working days.
We will listen to your complaint and may ask you to put this in writing so that all of the details are clear. We will then speak to staff members or agents of our company who transacted with you to take their comments before reverting back to you. We will seek to reach a resolution with you in an amicable, collaborative manner and wherever possible to your satisfaction. A Manager or an Operational Director of our company will deal with the complaint in the first instance, but if you are still dissatisfied, it will be referred to a Director of the company.
In our final response letter to you we will inform you that you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge, but you must so do within 6 months of the date of the letter. We will also inform you that if you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances or circumstances beyond your control.
Whilst you may take your complaint to the FOS or other such body (such as Trading Standards), if a resolution between the company has not been possible and you feel your complaint has not been satisfactorily handled, you also have other options. For example, you may contact the Chief Executive of the National Pawnbrokers Association (NPA) with full details of your complaint and he or his representative, will aim to resolve the dispute. Taking your complaint to the Chief Executive of the NPA does not affect your rights to contact the FOS or seek resolution other ways.
Pickwick Jewellers and Pawnbrokers
14 High Street
|The National Pawnbrokers Association
107-111 Fleet Street
Tel: 08456 120 640
The Financial Ombudsman Service
Tel: 0845 080 1800