Claybrook Group Limited Complaints Handling Procedure
We consider a complaint to be: Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which: alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and relates to an activity of our firm which is subject to the jurisdiction of the FOS.
We will provide a copy of this documented process on request and when acknowledging a complaint. There will be no charge for this. A complaint can be made and received via any reasonable means, including letter, telephone (at standard rates), email, or in person.
We do not make a charge for handling a complaint. If you wish to make a complaint, you may make it in person, by phone, by email or in writing.
- Visit any one of our branches
- Call us on 01992 650 444
- Write to Complaints Officer, Claybrooks, 10b Sun Street, Waltham Abbey, Essex. EN9 1EE
- By email to [email protected]
Our Investigation Process
If your complaint cannot be resolved within 72 hours following its receipt, we will promptly send you a written acknowledgement of your complaint. If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
Your complaint will be investigated and will be assessed fairly, consistently and promptly. We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation. We will take into account any documents and/or information you may provide in relation to your complaint.
If your complaint cannot be resolved within 72 hours following its receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint. We will undertake a thorough and timely investigation of your complaint. However, in the event that we are unable to conclude our enquiries within 56 days, we will write to you and let you know when we expect to be in a position to issue our Final Response letter.
We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS).
Resolving Your Complaint
When we have finalised our investigation into your complaint, we will issue our Final Response letter. This will be fair, clear and not misleading; Confirm details of our investigation and decision; and if relevant, include any offer of remedial action or the appropriate level of redress (or both). And any next steps If you're unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes.
If you decide to refer your complaint after we've issued our Final Response, you should do so within 6 months of the date on our Final Response letter. Although you can refer your complaint to the FOS at any time, they will require our consent to investigate complaints where:
- we haven't had the chance to put things right
- we haven't exceeded the 56-day timescale and haven't yet issued our Final Response letter
If your complaint can be resolved within 72 hours, 3 working days, we will send you a Summary Resolution Communication Letter to advise you how we have resolved the complaint, any further actions we are to take or the appropriate level of redress (or both), and again we will refer you to the Financial Ombudsman Service if you are not satisfied with our handling of the complaint. An explanatory FOS leaflet will be provided.
Contact Details
Contact details for the above organisations can be found below:
Claybrook Group Ltd
10b Sun Street, Waltham Abbey, Essex. EN9 1EE
Tel: 01992 650 444
Email: [email protected]
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 / 0845 080 1800
Email: [email protected] / [email protected]
Website: www.financial-ombudsman.org.uk
The Trading Standards Institute and itsa Limited
1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon, SS15 6TH
Enquiries: 03454 040506
Pawnbroking
We are members of the National Pawnbrokers Association (NPA) and you can contact them for guidance on pawnbroking matters but their role is not to resolve disputes. Their contact details are:
The National Pawnbrokers Association
2 The Old Estate Yard, High Street, East Hendred, Wantage, Oxfordshire, OX12 8JY
Enquiries: 07735 886930
