At Hopkins and Jones we strive to offer a high quality service. However, we all recognise that there may be times when things go wrong, you are entitled to an explanation as to why you have been treated as you have been. We believe it is important that you are given the opportunity to question what has been done and if you are not happy with it to receive an explanation. Our complaints procedure is outlined below.
Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right. When you have made a complaint to us, we will: –
What is not covered by this procedure: – Employee disciplinary issues
Contact us about your dissatisfaction
We will seek to reach a resolution with you within 72 hours of receipt of your complaint, in an amicable, collaborative spirit.
If such a resolution is not possible and you feel your complaint has not been satisfactorily resolved within 72 hours, we will acknowledge-in writing- your complaint and will conduct a full investigation and our response which will be no later than 56 days will include;
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.
If you feel after you have complained that you have not been treated fairly, you may refer your complaint to the Financial Ombudsman Service, but this must be done within six months of the original complaint.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Consumer enquiries:
0800 023 4 567
www.financial-ombudsman.org.uk
