Complaints

Gemini strives to offer you a first class service and want you to be completely happy with the service that we provide. We are committed to getting things right and treating customers fairly. We do acknowledge that sometimes we can get things wrong and if you are not satisfied with the service that you receive, please contact us. We will listen to your concerns and try to resolve issues wherever we can. If we are at fault we will put things right as soon as we can as well as learning from the process so that such problems will not happen again.

Complaints Procedure

Most complaints can be dealt with by talking to us in store or by telephone on 01689 871570. If you want to make a formal complaint please contact us. You can email us at geministore@gmail.com, or you can write to us at Gemini, 205 High Street, Orpington, Kent, BR6 0PF. We would ask you to provide your name and address, (if you would like to talk about your complaint please include your telephone number), relevant agreement or reference numbers, a description of your complaint and what you would like us to do.

We will investigate your complaint as quickly as possible and we will try to reach an amicable resolution to the problem with you. If however you are still dissatisfied, we will review the issue and provide you with a written response, which is called a ‘Final Response’. Our Final Response should be sent to you within eight weeks of receipt of your complaint. We will also inform you of your right to refer your complaint to the Financial Ombudsman Service (FOS). This service is free of charge but you must do this within 6 months of our Final Response letter. You may also contact the National Pawnbrokers Association (NPA) of which we are members. They can give you guidance on pawnbroking matters but please note their role is not to resolve disputes. Contacting the NPA does not affect your rights to contact the FOS.

 

 Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

 National Pawnbrokers Association
Suite 407
16 High Holborn
London
WC1V 6BX

Tel: 0208 616 7266

Email: sonia.sahota@thenpa.com