Complaints Procedure

Pawnbrokeronline.co.uk aims to provide a quick, efficient and discrete service to all its customers.  In the event that you are dissatisfied with any aspect of our service or performance, we will try to resolve it with you as quickly and amicably as possible. However, should you wish to make a formal complaint, our Complaints Procedures is as follows:

1. You should fully particularise your complaint in an email and send it to us at complaints@pawnbrokeronline.co.uk.
2. Your email will be acknowledged within one working day of receipt.­­
3. We will investigate your complaint as quickly as possible and endeavour to provide you with a reply by 5-30pm on the second working day following receipt. If, for any reason, we cannot reply by that time we will send you an email and let you know when you can expect a reply. This will not be longer than five working days following receipt of your complaint.
4. If the matter is not resolved by our response, you should contact the Customer Services Manager by email setting out why you do not accept our response to your complaint.
5. The Customer Services Manager will review the matter and send you a reply within five working days of receiving your response.
6. In the unlikely event that you remain dissatisfied, you should set out the reasons why you do not accept the findings of the Customer Services Manager and the matter will be referred to the Chief Executive of Pawnbrokeronline.co.uk who will send you a final response to your complaint within a further five working days.
7. It is intended that the internal complaints procedure should take no more than 4 weeks to complete from the receipt of your first email.
8. If you remain dissatisfied you should seek independent legal advice and/or contact the Financial Ombudsman Service (www.financial-ombudsman.org.uk) and/or the Office of Fair Trading (www.oft.gov.uk)

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