Complaints Procedure

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

Stage 1

Contact us about your dissatisfaction

We will seek to reach a resolution with you in an amicable, collaborative spirit.

Stage 2

If such a resolution is not possible and you feel your complaint has not been satisfactorily resolved, contact the Chief Executive of the National Pawnbrokers Association with full details of your complaint.

The Chief Executive or his representative will aim to acknowledge your complaint within five working days.

Your complaint will be investigated and the Chief Executive or his representative will write to you with his/her conclusions and propose any course of action within eight weeks of the original complaint.

Stage 3

If you feel after you have complained to the Chief Executive of the NPA 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.

Contact addresses

Ray Perry Chief Executive National Pawnbrokers Association

107-111 Fleet St,
London EC4A 2AB

Tel: 08456 120640

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Consumer enquiries:
0845 080 1800


Hopkins & Jones Ltd is a trade member of The NPA (The National Pawnbrokers Association). Hopkins and Jones Limited, Company registration Number 433606. Registered Office, 7 William IV Street, London, WC2N 4DW. Hopkins and Jones Limited are authorised and regulated by the Financial Conduct Authority licence No 6520002 for the provision of pawnbroking loans.