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Complaints Procedure
Other Services
Pickwick Jewellers and Pawnbrokers strive to offer a high quality service. However, should a situation arise when business is not transacted to your absolute satisfaction, you are entitled to an explanation of what has happened.
It is a fundamental approach of our company that you are given the opportunity to question what has occurred if you are not absolutely happy with our service. Should an error by the company have taken place, we shall ensure we rectify the matter as soon as we are able and then use the lessons learnt to improve our service to you. Our complaints procedure is outlined below.Complaints Procedure
Whatever the issue, you can be assured that every problem will be dealt with and if we are at fault, we will do all we can to resolve the error in the fastest time possible. Where the fault is ours, we shall review our procedures and/or services to ensure the problem does not occur again.
| 1 | Investigate your complaint |
| 2 | Inform you of our findings |
| 3 | If we are at fault, we will endeavor to rectify the matter to the best of our ability |
The Process
Contact the branch at which you transacted about your dissatisfaction or email us at customerservice@mypickwick.co.uk. We shall acknowledge your complaint within 1 working day and answer you within 5 working days.
We will listen to your complaint and may ask you to put this in writing so that all of the details are clear. We will then speak to staff members or agents of our company who transacted with you to take their comments before reverting back to you. We will seek to reach a resolution with you in an amicable, collaborative manner and wherever possible to your satisfaction. In our final response letter to you we will inform you of our findings and any resolution offered if any is felt appropriate.
A Manager, or an Operational Director of our company will deal with the complaint in the first instance, but after investigation and our response to you, if you are still dissatisfied, it may be referred by your request, to the Managing Director of the company.
Contact address
Pickwick Jewellers and Pawnbrokers
14 High Street
Dartford
Kent DA1 1BY
Tel: (01322) 277276
Email: customerservice@mypickwick.co.uk
