Complaints Procedure
Pawnbroking Services

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.

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.

When you have made a complaint to us, we will: -
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

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

Pickwick Jewellers and Pawnbrokers

14 High Street
Dartford
Kent DA1 1BY

Tel: (01322) 277276

Email: info@pickwickpawnbrokers.co.uk

The National Pawnbrokers Association
Chiltern Court
Suite 508
107-111 Fleet Street
London
EC4A 2AB

Tel: 08456 120 640
Email: ray.perry@thenpa.com
   

The Financial Ombudsman Service
Exchange Tower

London

E14 9SR

 

Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 



 
© Pickwick Investments Limited 2015
Registered Office: 1st Floor, Healthaid House. Marlborough Hill, Harrow HA1 1UD.
Registered in England and Wales No. 4366252
Head Office 14 High Street / Dartford / Kent DA1 1BY
Pickwick Jewellers & Pawnbrokers are authorised and regulated by the
Financial Conduct Authority for the provision of pawnbroking loans.
Content
Translate Site