1) How old do I have to be?

2) What ID do I need?

3) What if I have a bad credit rating or a CCJ?

4) How much can I borrow?

5) What happens to my stuff?

6) How long is the loan for?

7) What happen to my item(s) if I don't come back?

7a) Do we owe you money? & Cost of Sale.

8) If I use the pawnbroking service do I have to come in every month to      pay the interest?

9) Can I use a credit/debit card to collect my item(s)?

10) What if I run out of time to get my item(s) back?

11) Why do Buybacks and Pawnbroking?

12) Are my item(s) covered by your insurance?

13) Can my friend or family member pick up my item(s)?

14) What if I lose my contract/forms?

15) Can I make monthly payments towards my loan?

16) Can I just borrow some cash?

17) If for any reason I’m not happy how do I complain?

18) Our Privacy Notice

4) How much can I borrow?

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. Top

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)?

No, you must collect your item(s) in person Top.

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 FOS.

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 johnwants@btconnect.com. 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 and promptly.

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,

E14 9SR

Telephone: 0800 023 4567

Web  www.financial-ombudsman.org.uk

More information can be found here


If your complaint can be resolved within 72 hours, 3 working days, we will send you a

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 (or both),

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 sonia.sahota@thenpa.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 consent.

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 to.

• 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 law

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 relationship)

• 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 234 567

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. www.ico.org.uk.

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 appropriate.

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