There is no upper limit to the amount we can loan you, but the amount offered will
be dependant on the value of the item(s) you bring in to use as security. The amount
offered will be similar to our normal buying price for such item(s). For larger amounts
multiple items can be used either on one contract or multiple contracts, this can
helpful when redeeming your items Top
5) What happens to my stuff?
The item(s) you use as security will remain with us, either in our safes or secure
stock rooms until you redeem them or the contract on them expires. After that the
item(s) will be put up for sale or go to auction. Top
6) How long is the loan for?
Our Buyback option is up to 28 days, our Pawnbroking contacts are up to 7 months
and are regulated by the Consumer Credit act 1974. Top
7) What happen to my item(s) if I don't come back?
If you use our Buyback option after the 28 day period has expired the item(s) are
simply put out for sale as we would for any other stock purchase.
If you use our pawnbroking service and the contract is not redeemed we will dispose
of your item(s) on your behalf for a fair market price to recover the amount you
borrowed. If the amount realised from such sales (after deducting sale costs) is
more than the amount you owe at the date of the sale, we will notify you of any surplus,
which you can collect from the store. If the item(s) sale does not realise enough
to clear the balance outstanding we will not ask you for the difference, it will
be written off ,this would have no impact on your credit rating and you would be
free of the contract with us. You would be welcome to use our services again. Top
1) How old do I have to be?
To use any of our services you must be 18 and over.
2) What ID, if any do I need?
You will need some form of ID, photo ID may be required for some services. Top
3) What if I have a bad credit rating or a CCJ?
We do not need to perform any personal income or credit checks and using any of our
services will not affect your credit rating. Top
15) Can I make monthly payments towards my loan?
Yes, there is an option to make part payments, but only on the pawnbroking service.
14) What if I lose my contract/forms?
If you loose your Buyback form then come in with two forms of ID. If you loose your
Pawnbroking contract and the amount you borrowed is over £75, then come into store.
We will issue you an affidavit which you will need to get signed and stamped by a
solicitor. They may make a charge for this service. Once you have a signed and stamped
affidavit return to store and we will use this as your contract. This must all happen
on the same day. Top
13) Can my friend or family member pick up my item(s)?
8) If I use the pawnbroking service do I have to come in every month to pay the interest?
No, you pay the amount borrowed plus the interest to date when you come to collect
your item(s). Top
9) Can I use a credit/debit card to collect my item(s)?
No, unfortunately we can only accept cash, however a credit/debit card can be used
to purchase any item in our store. Top
10) What if I run out of time to get my item(s) back?
If you are getting close to the end of the contract date and are worried you are
going to loose your item(s) then please phone or come in and discuss any further
options that may be available to you. Top
11) Why do Buybacks and Pawnbroking?
Pawnbroking is used for item(s) that will hold their value over the course of the
loan like gold jewellery and watches, Buybacks are used for item(s) that tend to
depreciate much quicker, like mobiles, game consoles, televisions. Top
12) Are my item(s) covered by your insurance?
No, you have to make your own arrangements for insurance or check with your own contents
insurers to see if your own policy will cover them. Top
16) Can I just borrow some cash?
No, we would always require some kind of security against the loan. Top
17) Complaints procedure for clients of H&H Pawnbrokers
Your right to complain.
We aim to offer a consistently high level of service. Unfortunately, occasionally
there may be situations where you feel we have fallen short of the high standards
we set ourselves. As such we would like to hear about what we did that left you unhappy.
We consider a complaint to be any oral or written expression of dissatisfaction,
whether justified or not, from, or on behalf of, a person about the provision of,
or failure to provide, a financial service, which alleges that the complainant has
suffered (or may suffer) financial loss, material distress or material inconvenience
and relates to an activity of our firm which is subject to the jurisdiction of the
We can provide a copy of this documented process on request and when acknowledging
a complaint. There will be no charge for this and a complaint can be made and received
via any reasonable means, including letter, emails or in person.
What you can do.
In the first instance let us know. Do not be afraid to ask to speak to a manager.
We are are family run business based in Plymouth, so senior management is never far
away and a speedy resolution to your complaint can often be achieved.
Making a complaint
You can put your complaint in writing and then either send it in addressed to H&H,
33 Mayflower Street, Plymouth, PL1 1QJ or Email to firstname.lastname@example.org. If you
perfer, you can come in store and arrange to or meet with either John Horton or Adam
Gregory to discuss your complaint in person.
If your complaint cannot be resolved within 72 hours following its receipt, we will
promptly send you a written acknowledgement of your complaint.
Your complaint will be investigated diligently and will be assessed fairly, consistently
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.
Resolving your Complaint
When we have finalised the investigation into your complaint, we will send you our
Final Response letter. This letter will be fair, clear and not misleading. It will
confirm details of our investigation, the decision made, and if relevant, include
any offer of remedial action or the appropriate level of redress (or both), and weather
any further action is required.
If you are unhappy with the outcome of your complaint then you can refer it to The
Financial Ombudsman Service. This is a free of charge independent service for resolving
disputes, but you must do this within 6 months of you receiving our final decision
letter. If you do not refer your complaint in time, the Ombudsman will not have our
permission to consider your complaint and so will only be able to do so in very limited
circumstances. You can if you wish refer your complaint to the FOS at any time, not
just at the end of our investigation, but they will require our consent to investigate
your complaint where we haven’t had the chance to put things right, or we haven’t
exceeded the 56-day timescale or haven’t yet issued our Final Response letter. Their
contact details are:
The Financial Ombudsman Service, Tower Exchange, London.
If your complaint can be resolved within 72 hours, 3 working days, we will send you
Summary Resolution Communication Letter to advise you how we have resolved the
complaint, any further actions we are to take or the appropriate level of redress
and again we will refer you to the Financial Ombudsman Service if you are not satisfied
with our handling of the complaint.
We are members of the National Pawnbrokers Association (NPA) and customers can contact
them for guidance on Pawnbroking matters (at email@example.com or 020 7934
9497), but please note that their role is not to resolve disputes
Authorised and regulated by the Financial Conduct Authority
This authorisation and regulation is limted to the the provision of pawnbroking and
excludes all other services offered by ourselves.
Financial Conduct Authority, 12 Endeavour Square, London E20 1JN. www.fca.uk
18) Privacy Notice
Wallabrook Ltd Privacy Notice
This explains how and why we acquire and use your personal information in accordance
with Regulation (EU) 2016/679, the General Data Protection Regulation (GDPR).
Wallabrook Ltd is a group of retail shops, retailing new & second hand goods, buying
second hand goods, some of which have pawnbroking & buyback services and:
We collect information about you:
• as part of your loan application or in relation to other services we offer, e.g.
selling to us, using our buyback service and for the purposes of
managing your loan agreement
• this may include all or some of the following: your name, address, date of birth,
contact details, email, copy of ID, picture and if needed credit
records , but only to verify your personal details and with your prior
We use your information to:
• communicate with you by telephone, email, SMS, or post using the contact details
you have provided if the agreement you have with Wallabrook Ltd
requires us to. Pawnbroking only.
• contact you with marketing material from Wallabrook Ltd, but only if you consent
• manage your account
• prevent fraud and money laundering
We use your data for the above purposes to fulfil our legitimate interest of managing
our legal agreement with you and where otherwise required to comply with our legal
and regulatory obligations where permitted by the GDPR. If you do not provide us
with your personal information, we will not be able to continue.
We may share your information with:
• third parties to which we transfer, charge or assign your agreement or which provide
services for us. World Pay for web transactions
• law enforcement agencies or regulatory bodies where we are required to do so by
We will not
• share or sell your information with any 3rd party marketing companies
• use your information on any Wallabrook Ltd websites.
We store your information:
• within the European Economic Area (EEA)
• if we transfer data outside the EEA we will ensure that before we do so, there
is adequate protection in place to ensure the security of your data.
We keep your information:
• for as long as it is needed to manage your account and for a maximum of six years
unless a longer period is required by law.
You have the right to:
• access the information we hold about you
• ask us to make any changes to your information to make sure it is accurate and
up to date
• ask us to stop or limit our use of or to delete your information (we are not obliged
to do this in relation to information we need as part of our contractual
• receive your information in a format that suits you
• transfer your information to a third party
If you have any questions, want to exercise your rights or make a complaint, please
contact us. If we cannot resolve your complaint, you may contact the Financial Ombudsman
Service at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 08000
You also have the right to complain about the use of your personal data to the Information
Commissioner's Office at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
We may contact you by post, email, SMS or telephone for the purposes of marketing
our products and services, but only if you have given your consent.
7a) Do we owe you any money? & Cost of Sale
If you do not redeem a pawn agreement with a value above £75 and we sell it. You
are entitled to collect any surplus left after deducting the loan capital,interest
to date of the sale and reasonable costs to effect the sale. Costs of sale include
auction fees where relevant, qualified valuation, overhead administration and staff
time, staff training, security, repairs & refurbishment to get the best possible
price for the item, and costs of marketing, promoting and selling in store where
They may also be remaining items left to collect that did not need to be sold to
cover the amount outstanding. A Notice of Sale letter would have been sent to the
address on the contract, if you have not received a letter or have moved then please
contact us and we can check whether the is any surplus to collect. Top