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Complaints and Disputes
Customer Complaints
Customer complaints or a dispute with Bath City Pawnbrokers may be reported to:
Mail: Dispute Resolution, Bath City Pawnbrokers, 17 St Peter’s Terrace, Lower Bristol Road, Bath BA2 3BT
Email: contact@bathcitypawnbrokers.co.uk
Telephone: 01225 461178
Bath City Pawnbrokers will try to resolve your complaint by the end of the third business day after we receive it. When we consider the matter to be resolved; we will mark your complaint as closed and send you a Summary Resolution letter. If you remain dissatisfied with our decision you may be able to refer the complaint to the Financial Ombudsman Service (FOS), as explained below.
If we cannot resolve your complaint by the end of the third business day after the day we receive it, Bath City Pawnbrokers will send you an acknowledgement. Our acknowledgement will include a reference number to be used if you need to contact us about your complaint.
We aim to resolve all complaints within eight weeks. During this period, we may contact you about your complaint and invite you to provide more information. When we have completed our investigation, we will then send you a final response which sets out how we have investigated your complaint and our conclusion. In this letter, we will tell you if we have upheld your complaint or not.
If we cannot resolve your complaint within eight weeks, we will write to you to tell you when we expect to be able to do this. If your complaint is subject to FOS jurisdiction, we will tell you and give you a leaflet that contains FOS details so you can contact them if you are unhappy with the way we have investigated your complaint and you wish to take this further.
If you agree with our conclusion, we will mark your complaint as closed.
If you are unhappy with our decision and wish to take it further, you may ask the FOS to review your complaint. This is a free, independent service for resolving disputes. If your complaint relates to pawnbroking or unsecured loans (but not to any other of our services), you may refer your complaint to FOS at any time but they will need our agreement to investigate if:
- 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 FOS after we have issued our Final Response then you should do this within six months of the date of the Final Response.
If you wish to contact the Financial Ombudsman Service at any time, you can do this at Exchange Tower, London, E14 9SR. Tel 0800 023 4567*. Email:complaint.info@financial-ombudsman.org.uk. Website: www.financial-ombudsman.org.uk
