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Please fill in the above form general enquiries

MAKING A COMPLAINT ABOUT CASHBROKERS

 

 

Dear Customer,

 

At Cashbrokers we strive to offer you a high quality service. We are members of the National Pawnbrokers association and the BCCA and follow their codes of practice. However if you feel we have done something wrong then please follow our complaints procedure as below. Our processes comply with the Alternative Dispute Resolution Directive.

 

 

MAKING A COMPLAINT

 

Please contact the manager of the shop you dealt with about your dissatisfaction. They will seek to reach a resolution with you in an amicable, collaborative spirit. Contact details for our branches can be found at www.cashbrokers.co.uk. Should you wish to make your complaint directly to the Cashbrokers franchisor and head office please contact us on.

 

• Email: info@cashbrokers.co.uk

• Telephone: 01476 574998

• Write to: 66 Westgate, Grantham, NG31 6LA

 

 

What we will do

 

We will acknowledge and record your complaint and try to resolve it by the end of the next working day. But some complaints may take longer to resolve and we will then write to you to:

 

• Let you know we're investigating your complaint and when you may expect to hear from us.

• Give you a contact number should you need to contact us.

 

OUR FINAL RESPONSE

 

Although regulations allow us 8 weeks to resolve customer complaints, we're committed to resolving them as soon as possible. We'll keep you informed of our progress throughout.

Once we've thoroughly looked into your complaint, we'll send you our Final Response. This will tell you what we found out, our decision and if applicable, what we plan to do.

 

 

 

If you are unhappy with our decision and wish to take it further, you may ask the  Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving disputes.

 

You may refer your complaint to the FOS at any time, but they will need our agreement to investigate complaints where:

 

• We haven't had the opportunity to put things right.

 

• We have not exceeded the 56-day timescale and have not yet  issued our Final Response letter.

 

If you decide to refer your complaint to the FOS after we have issued our Final Response, you should do so within 6 months of the date on our Final Response letter.

 

 

 

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Telephone UK: 0300 123 91 23

Telephone Abroad: +44 20 7964 1000

 

Write to:

Financial Ombudsman Service

Exchange Tower

London, E14 9SR

 

 

 

 

Cashbrokers and its franchisees are authorised and regulated by the Financial Conduct Authority, Registration Number 579347. This authorisation and regulation is limited to the provision of Pawnbroking, and excludes all other services offered by Cashbrokers.

 

 

 

 

 

 

 

 

 

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