Complaints procedure for clients of Bring or Buy Pawnbrokers 

Your right to complain 

We aim to offer a consistently high level of service. Unfortunately, occasionally there may be situations where you feel we have fallen short of the high standards we set ourselves. As such we would like to hear about what we did that left you unhappy. 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 can provide a copy of this documented process on request and when acknowledging a complaint. There will be no charge for this and a complaint can be made and received via any reasonable means, including letter, emails or in person. 

What you can do 

In the first instance let us know. Do not be afraid to ask to speak to a manager. We are are family run business based in Plymouth, so senior management is never far away and a speedy resolution to your complaint can often be achieved. 

Making a complaint 

You can put your complaint in writing and then either send it in addressed to Bring or Buy, 11 Exeter Street, Plymouth, PL4 0AQ or Email to johnwants@btconnect.com. If you prefer, you can come in store and arrange to or meet with either John Horton or Adam Gregory to discuss your complaint in person. 
 
If your complaint cannot be resolved within 72 hours following its receipt, we will promptly send you a written acknowledgement of your complaint. 
 
Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly. 
 
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. 

Resolving your Complaint 

When we have finalised the investigation into your complaint, we will send you our Final Response letter. This letter will be fair, clear and not misleading. It will confirm details of our investigation, the decision made, and if relevant, include any offer of remedial action or the appropriate level of redress (or both), and weather any further action is required. 
 
If you are unhappy with the outcome of your complaint then you can refer it to The Financial Ombudsman Service. This is a free of charge independent service for resolving disputes, but you must do this within 6 months of you receiving our final decision letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. You can if you wish refer your complaint to the FOS at any time, not just at the end of our investigation, but they will require our consent to investigate your complaint where we haven’t had the chance to put things right, or we haven’t exceeded the 56-day timescale or haven’t yet issued our Final Response letter. 
 
Their contact details are: 
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR 
More information can be found www.financial-ombudsman.org.uk 
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. 
 
We are members of the National Pawnbrokers Association (NPA) and customers can contact them for guidance on Pawnbroking matters (at sonia.sahota@thenpa.com or 020 7934 9497), but please note that their role is not to resolve disputes 
 
Authorised and regulated by the Financial Conduct Authority 
 
This authorisation and regulation is limited to the provision on pawnbroking and excludes all other services offered by ourselves. 

Privacy Notice 

Wallabrook Ltd Privacy Notice 

This explains how and why we acquire and use your personal information in accordance with Regulation (EU) 2016/679, the General Data Protection Regulation (GDPR). 
 
Wallabrook Ltd is a group of retail shops, retailing new & second hand goods, buying second hand goods, some of which have pawnbroking & buyback services and: 

We collect information about you: 

As part of your loan application or in relation to other services we offer, e.g. selling to us, using our buyback service and for the purposes of managing your loan agreement this may include all or some of the following: your name, address, date of birth, contact details, email, copy of ID, picture and if needed credit records, but only to verify your personal details and with your prior consent. 

We use your information to: 

Communicate with you by telephone, email, SMS, or post using the contact details you have provided if the agreement you have with Wallabrook Ltd requires us to. Pawnbroking only. 
Contact you with marketing material from Wallabrook Ltd, but only if you consent to. 
Manage your account. 
Prevent fraud and money laundering. 
 
We use your data for the above purposes to fulfil our legitimate interest of managing our legal agreement with you and where otherwise required to comply with our legal and regulatory obligations where permitted by the GDPR. If you do not provide us with your personal information, we will not be able to continue. 

We may share your information with: 

Third parties to which we transfer, charge or assign your agreement or which provide services for us. World Pay for web transactions. Law enforcement agencies or regulatory bodies where we are required to do so by law. 

We will not: 

Share or sell your information with any 3rd party marketing companies. 
Use your information on any Wallabrook Ltd websites. 

We store your information: 

Within the European Economic Area (EEA). If we transfer data outside the EEA we will ensure that before we do so, there is adequate protection in place to ensure the security of your data. 

We keep your information: 

For as long as it is needed to manage your account and for a maximum of six years unless a longer period is required by law. 

You have the right to: 

Access the information we hold about you. 
Ask us to make any changes to your information to make sure it is accurate and up to date. 
Ask us to stop or limit our use of or to delete your information (we are not obliged to do this in relation to information we need as part of our contractual relationship). 
Receive your information in a format that suits you. 
Transfer your information to a third party. 
If you have any questions, want to exercise your rights or make a complaint, please contact us. 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 
 
You also have the right to complain about the use of your personal data to the Information Commissioner's Office at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. www.ico.org.uk. 
 
We may contact you by post, email, SMS or telephone for the purposes of marketing our products and services, but only if you have given your consent. 
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