Complaints Process

If you wish to make a complaint you can contact us in a number of ways:

  • By email:
  • In writing: Geo. A. Payne & Son Ltd. 742 Christchurch Road, Boscombe, Bournemouth, BH7 6BZ
  • Telephone: 01202 394954 (at standard rates)
  • In person

We do not make a charge for handling a complaint.

Where your complaint relates to an activity of our firm which is subject to the jurisdiction of the Financial Ombudsman Service, Pawnbroking we will provide a copy the complaints handling process on request and when acknowledging a complaint. There will be no charge for this.

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.

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.

When we have finalised our investigation into your complaint, we will issue our Final Response letter.

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.

Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0845 080 1800


An explanatory FOS leaflet will be provided.