Complaints

Making a Complaint

Ramsdens Financial Limited is committed to offering the highest standards of customer service. However, if you are not satisfied with any aspect of any of our services, please let us know and we will endeavour to do everything we can to put things right as quickly as possible.

It is important for Ramsdens that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from any mistake so that we can improve our service to you. Our complaints procedure is outlined below.

Stage 1

The first step is to let us know by either;

• Visiting your local store and speaking with a Store Manager
• Calling our Customer Service help line on 01642 579975
• E-mailing us at customerfeedback@ramsdensfinancial.co.uk
• Writing to us at Customer Services, Ramsdens, Unit 16 Parkway Centre, Coulby Newham, Middlesbrough, TS8 0TJ

When contacting us please provide as much information as possible. This may include the branch you used, any transaction number and your postcode.

Please also advise if there are any particular actions you wish us to take to resolve your complaint.

Please also provide a contact telephone number and a best time to call as we may need further information from you.

If you are e-mailing us, please do not supply any sensitive information such as bank account details.

Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.

When you have made a complaint to us, we will:

• Record and acknowledge your complaint
• Investigate your complaint
• Inform you of our findings**
• Where we are at fault, we will endeavour to put things right to the best of our ability
• Where we are wrong, review our procedures or services to avoid the problem occurring again

**For complaints relating to Pawnbroking and Credit Broking Ramsdens will send you either of the following letters;

• (a) A 'Summary Resolution Communication'
  
  This type of letter would be issued if we have resolved your complaint within 3 working days and will also tell you about the Financial Ombudsman Service (FOS).
   
• (b) Final Response
  
  In addition to any acknowledgements about receiving your complaint, if we need more than 3 working days to investigate and resolve your complaint, we will send you a Final Response Letter. This letter provides more detail and will outline details of our investigation, our decision and if appropriate the next steps. It will also provide information about the FOS*.

We take all complaints seriously and wish to resolve all matters as soon as possible. We will write or send an email to you acknowledging your complaint. You will then be contacted to inform you what actions we can and will take to resolve the problem.

Stage 2

If we have not resolved your complaint within 8 weeks or you are not happy with our 'Final Response' to your complaint, you have the right to refer your complaint to the following bodies depending upon which Ramsdens service you have used.

* Financial Ombudsman Service (FOS). This is a free and independent service for resolving disputes. This only applies to pawnbroking and credit broking services offered by Ramsdens and the Multi Currency Card issued by PrePay Technologies Limited pursuant to licence by Masatercard International. You can refer to FOS at any time but they will need our consent to investigate the complaint where;

1. We have not had a chance to put things right
2. 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.

Contact details for the above organisations can be found below:

Ramsdens Financial Limited
Unit 16, The Parkway Centre, Coulby Newham, Middlesbrough, TS8 0TJ
Enquiries: 01642 579975
customerfeedback@ramsdensfinancial.co.uk

Ramsdens Mastercard® Multi Currency Card
Card Services, Access House, Cygnet Road, Hampton, Peterborough, PE7 8FJ
Freephone: 0800 028 2437
cardservices_prepaid@mastercard.com

The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Enquiries: 0800 023 4567
complaint.info@financial-ombudsman.org.uk
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 Assocation
2nd Floor, 289 Green Lanes, Palmers Green, London, N13 4XS
Enquiries: 07735 886930