Your right to complain.
We aim to offer a consistently high level of service. Unfortunately, occasionally there may be situations where you feel we have fallen short of the high standards we set ourselves. As such we would like to hear about what we did that left you unhappy.
What you can do.
In the first instance let us know. Do not be afraid to ask to speak to the manager, we would hope that they could bring a speedy resolution to your problem. If this does not happen then you can make a more formal complaint.
Making a formal complaint
In the first instance you can put your complaint in writing and then either send it in addressed to H&H, 33 Mayflower Street,Plymouth, or Email to email@example.com.
We will aim to resolve your complaint as quickly as possible but at the latest within eight weeks of receipt of your complaint. If we are unable to do this then we explain why.
The next step
If you are unhappy with the outcome of your complaint then you can refer it to The Financial ombudsman service free of charge, but you must do this within 6 months of our final decision. 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.
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Telephone: 0845 080 1800
Authorised and regulated by the Financial Conduct Authority
This authorisation and regulation is limted to the the provision on pawnbroking and excludes all other services offered by ourselves.