Complaints

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Introduction

At Cash Inn Ltd we aim to offer the highest standards of customer service throughout the business.

We believe that our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If any of our services do not leave you completely satisfied, please contact us and make us aware, we will take appropriate action to solve any issues that you have as soon as possible. We aim to learn from our mistakes so that we can consistently improve the services that we provide.

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence and with the utmost respect.

Cash Inn Ltd assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain?

Anyone affected by the way Cash Inn Ltd provides services can make a complaint.

A representative may complain for the affected person if they:

•             Have died

•             Cannot make a complaint themselves, or

•             Have given consent for the representative to act on their behalf

 

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

How you can make a complaint

You can complain:

•             In person by visiting your local shop and speaking directly to the shop manager

•             By sending an email to info@cashinnltd.co.uk

•             By telephone to our head office on 01502 713832

•             By writing to us at Cash Inn Ltd, 18 Smallgate, Beccles, Suffolk, NR34 9AD (please note that your complaint review date                          starts once we have received the letter)

Where someone complains orally, we will make a written record and provide a copy of it within 3 working days

•             By letter

•             By email

Please provide as much information and detail as possible when initially contacting us, this could include the relevant shop, the time of the transaction and the type of transaction.

If there are any, please let us know of any actions you wish us to take/consider when resolving your complaint.

Please provide as much contact information as possible, this includes telephone number, Email address and the best times for us to call you, this is in case we require further information from you.

Please do not supply any sensitive information such as bank account details at any times.

Anonymous complaints

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

 

Responsibility

The head office has a dedicated team who has  overall responsibility for dealing with all complaints made about Cash Inn Ltd, this is done to ensure no conflict of interest and bias views between shops.

We will provide as far as is reasonably practical:

•             Any help you need to understand the complaints procedure; or

•             Advice on where you may get that help.

How we handle complaints

We will record and acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. You can be assured all problems will be looked at and, if we are at fault, we will do all we can to correct the situation.

We will keep you informed about the progress of the investigation. We will do our best to resolve complaints within 3 business days following receipt, However, if we are unable to do this we will inform you that we are dealing with the complaint and will ensure you are informed about any progress. All complaints will be resolved within 8 weeks of receipt and a 'Final Response' will be issued. This letter will include:

•             Details of the findings.

•             Any action we have taken; and

•             Our final decision and proposals to resolve your complaint. 

•             Information of the Financial Ombudsman Service (relating to pawnbroking complaints) if you wish to take further action.

The Financial Ombudsman Service (FOS) resolve disputes fairly and impartially, they are a free service that settles complaints between consumers and businesses that provide financial services (this is why they only apply to the pawnbroking services offered by Cash Inn Ltd). At any point, you can refer to the Financial Ombudsman Service, but they will need our consent to investigate the complaint where we have not yet had a chance to resolve the situation, or we have not exceeded the 56-day timescale and have not issued our final response letter. If we have issued our Final Response letter you should contact FOS within 6 months of the date on the Final Response letter. Further information about the FOS can be found at their website www.financial-ombudsman.org.uk 

Further steps

We at Cash Inn Ltd believe that it is important to give you the opportunity to question what has been done if you are not happy with it. If you remain dissatisfied with our final response or we have not resolved your complaint within 8 weeks of receipt of the complaint, you the right to refer your complaint to the following bodies depending upon which Cash Inn Ltd service you had your complaint with.

•           Jewellery Retail - Trading Standards Institute

•           Pawnbroking - Financial Ombudsman Service

•           Any item bought online - Online Dispute Resolution or alternatively through eBay