Pawnbrokers · Est. 2013 · City of London FCA-regulated · Ref 741896

Complaints procedure

Last updated 17 May 2018

Trinity Pawnbrokers is a trading name of Open Access Finance Ltd, which also trades as Unbolted and is authorised and regulated by the Financial Conduct Authority under firm reference number 741896. The policy below is published by Open Access Finance Ltd and applies to your Trinity loan.

We aim to give every borrower a simple, fair and transparent service. If we fall short of that, we want to hear about it.

How to register a complaint

You may register a complaint with us through any of the following:

  • Email: complaints@unbolted.com
  • Telephone: 020 3567 1300
  • Post: Customer Complaints, Token House, 11–12 Token House Yard, London EC2R 7AS

What happens next

Once you have registered a complaint, it will be handled as follows.

  1. On receiving your complaint, we will endeavour to resolve it by close of business on the next working day.
  2. If we cannot resolve it by the next working day, we will write to you within 48 hours acknowledging receipt. That acknowledgement will contain a summary of your complaint as we understand it, the contact details of the person dealing with it, and a description of this complaints procedure.
  3. We will investigate your complaint and endeavour to send you a final response within four weeks of receiving it. If we are unable to do so within that time, we will send you an update.
  4. If we are unable to provide a final response within four weeks, we will send you one within eight weeks of receiving your complaint.
  5. The final response will contain a summary of our investigation and our decision on the matter, together with a copy of the Financial Ombudsman Service's explanatory booklet.

If you are not satisfied with our response

If you are dissatisfied with our final response and our decision on the matter, you have the right to refer the complaint to the Financial Ombudsman Service. You must do so within six months of the date of our final response.

You can contact the Financial Ombudsman Service at:

  • The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Telephone: 020 7964 1000
  • Email: complaint.info@financial-ombudsman.org.uk
  • Web: financial-ombudsman.org.uk/contact