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Customer Complaints Handling Procedure

Our Commitment to You

 

We want you to be completely happy with the service we provide both in store and from our on-line products. We are committed to listening to your feedback, resolving any issues wherever we can. By bringing things to our attention, you are giving us the opportunity to investigate and improve our services for everyone. If you are not happy with our service or products, please tell us your concerns by contacting us via:-

 

• Email: Customer.Relations@prestigepawnbrokers.co.uk
• Write to: Customer Relations Department. Prestige Pawnbrokers, 67 New House, Hatton Garden, London, EC1N 8JY

 

We will aim to resolve your complaint as quickly as possible and to help us do this, we ask you to provide the following:-

 

• A description of your concern or issue
• What you would like us to do to put things right
• Your full name and address
• A telephone number – (specify if you would not like to be contacted by phone)
• Any relevant account numbers or agreement references

 

What Happens Next?

 

• We will investigate your complaint and inform you of our findings as quickly as we can. If we find we are at fault, we will endeavour to rectify the matter as quickly as possible and to the best of our ability to come to a mutually agreeable outcome
• If you contact us and we have been unable to resolve your complaint immediately, the Customer Relations Department will send you a letter by email or post to acknowledge receipt of your complaint and will aim to do this within one working day of receipt of the complaint. We will consider your comments and may need to contact you for further information
• We will keep you informed of our progress by text message or email
• We will try to resolve your concerns straightaway and let you know what we are going to do to get the issue resolved. We may need more time, and if this occurs, we will investigate and provide you with a written response which is called a “Final Response”. You will also receive a leaflet explaining how you can ask for an independent review of your complaint by the Financial Ombudsman Service
• The Final Response should be sent to you within eight weeks from receipt of your complaint
• If we cannot send you a “Final Response” within eight weeks, we will let you know that we are still investigating and advise you of your referral rights for the Financial Ombudsman Service

 

Escalating a Complaint

 

If you want to contact us to discuss your complaint after receiving your acknowledgement letter, please contact the Customer Relations Unit:

 

• Telephone: 020 7405 6664
• Write to: The Managing Director. Prestige Pawnbrokers, 67 New House, Hatton Garden, London, EC1N 8JY
• Email: Customer.Relations@prestigepawnbrokers.co.uk

 

What if you remain Dissatisfied?

 

If you are not satisfied with our final response, you may wish to speak with The National Pawnbrokers Association (NPA) of which we are members. They can give guidance on pawnbroking matters. Their role is not to resolve complaints or disputes but can give independent guidance on matters. They can be contacted on:-

 

• Ray.perry@thenpa.com
• 08456120640

 

If you are still dissatisfied after receiving the “Final Response” letter and your complaint is about the provision of a pawnbroking loan; you can ask the Financial Ombudsman Service for an independent review. You must refer your complaint to the Financial Ombudsman Service within six months of the date of receiving our Final Response. Their contact details are:

 

• The Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Telephone: 0800 023 4567 from a landline
• Telephone: 0300 123 9123 from a mobile
• Email: complaint.info@financial-ombudsman.org.uk
• Web Site: www.financial-ombudsman.org.uk
• Online Dispute Resolution platform provided by the European Commission. You can use this service if you’ve bought or registered for a product or service with us online, although it may be quicker to contact the FOS directly. You’ll need our email (Customer.Relations@prestigepawnbrokers.co.uk), our website address (shop.prestigepawnbrokers.co.uk) and our location (Prestige Pawnbrokers. 67 New House, Hatton Garden, London, EC1N 8JY) to use this service. www.ec.europa.eu/consumers/odr

 
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