Introduction

At Exclusive Pawnbrokers Ltd (“Exclusive Pawnbrokers,” “we,” “our,” or “us”), we strive to provide high-quality services to our customers. However, if you have any complaints or concerns regarding our services, we are committed to addressing them promptly and fairly.

Lodging a Complaint

Customers who wish to make a complaint can do so by:

• Visiting one of our physical locations and speaking to a member of our staff.
• Contacting us via phone, email, or written correspondence. Contact details are available on our website.

Handling of Complaints

Upon receiving a complaint, we will:

• Acknowledge receipt of the complaint promptly.
• Investigate the issue thoroughly and impartially.
• Endeavor to resolve the complaint within a reasonable timeframe.
• Keep the complainant informed of the progress and any steps taken to address the issue.

Resolving Complaints

We aim to resolve complaints satisfactorily. Resolutions may include:

• Providing an explanation or clarification.
• Taking corrective actions to address the issue.
• Offering compensation or appropriate remedies if warranted.

Escalation

All complaints will be only dealt with Senior Management within Exclusive Pawnbrokers Ltd.

If we cannot resolve your complaint, you may contact the Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 08000 234 567

Recording and Review

All complaints received, along with their resolutions, will be documented for review purposes. We use this information to improve our services and prevent similar issues from recurring.

Confidentiality

We treat all complaints with strict confidentiality. Information shared in the process of handling a complaint will be used solely for resolution purposes.

Contact Information

For lodging a complaint or further information about our complaints handling process, please contact us at info@exclusivepawnbrokers.co.uk