Making a complaint
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At Cashbrokers we strive to offer you a high quality service. We are members of the National Pawnbrokers association 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. Please note that our shops operate as franchises and are an independent business within their own right and will follow their own complaints procedure as detailed here. However, should you feel your complaint has not been dealt with satisfactorily and 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 56 days 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, for complaints relating to Pawnbroking, Foreign Exchange, Money Transmission or Credit Broking 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
For complaints relating to Retail Purchases & Sales, Buybacks and Third Party Cheque Cashing, you may ask the Chartered Trading Standards Institute (CTSI) to review your complaint. This is a free, independent service.
Tel: 03454 040506
Website: www.tradingstandards.uk
Write to:
CTSI, 1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon, SS15 6TH
For complaints relating to Online sales you may wish to refer your complaint to the Online Dispute Resolution (ODR) at; https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN
Cashbrokers Retail Sales are covered by the Consumer Credit Rights Act 2015 and the Consumer Contract Regulations 2013. For further details of your rights please see http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted
Or contact Citizens Advice
Website: citizensadvice.org.uk
Tel: 03454 040506
When dealing with your complaint we will comply with the GDPR regulations when handling your personal data.
Our Privacy Notice explaining how we do this is available on request.