Complaints Procedure
Pawnbroking Services

Pickwick Jewellers and Pawnbrokers 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.

Complaints Procedure

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.

The Process

Contact the branch at which you transacted about your dissatisfaction or email us at info@pickwickpawnbrokers.co.uk. 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.

Further Help

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. We are members of the National Pawnbrokers Association (NPA) and customers can contact them for guidance on Pawnbroking matters (at sonia.sahota@thenpa.com or 020 7934 9497), but please note that their role is not to resolve disputes. Taking your complaint to the NPA does not affect your rights to contact the FOS or seek resolution other ways.

Contact addresses