Customer Complaint Policy

How to make a complaint

New Bond Street Pawnbrokers always tries to ensure that customers receive an excellent standard of service. However, we understand that sometimes something may go wrong and we have set out below how you should contact us if you are not satisfied. We will investigate all complaints diligently, fairly and free of charge, but if you remain dis-satisfied we will direct you to The Financial Ombudsman Service to appeal.

You can make your complaint:

Your complaint

We need you to provide as much information and documentation as possible about the nature of your complaint.

How and when we respond to complaints

Regulations allow us 56 days to resolve your complaint, but we’re committed to resolving these as soon as possible. We will keep you informed, but depending how long it takes you will receive one of the following communications from us:

A Summary Resolution Communication -if we are able to resolve your complaint within three business days. This letter will explain how your complaint was resolved and will tell you about the Financial Ombudsman Service, FOS.

A Final Response Letter – if this is not possible we will acknowledge your complaint, keep you informed of our progress and write to you within 56 days. This letter will explain the details of our investigation and our decision. It will be fair, clear and not-misleading. We will enclose a leaflet from The Financial Ombudsman Service, to assist you. If you are unhappy and decide to pursue this further it will advise you how to contact The Financial Ombudsman, which is a free and independent service.

You may refer your complaint to the FOS at any time but they will need our agreement to investigate if we have not had the opportunity to put things right, if we haven’t exceeded the 56 days timescale and issued our Final Response letter.

If you decide to refer your complaint to the Financial Ombudsman Service you must do so within six months of the issue date of our Final Response letter.

If we do not provide our final response letter within 56 days of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it.

Contact details for the Financial Ombudsman Service

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Constantin Singureanu

Constantin leads our multi-award digital marketing team, with an exclusive focus on delivering the best possible digital experience for our clients, from the moment they reach our website, finding the information they need, and getting in touch, to learning interesting facts about the fascinating world of luxury via our comprehensive blog.

Mariana Vlad

Mariana has been working in the pawnbroking industry since 2014. She enthusiastically embraces her newly found interest in watches. Mariana thoroughly enjoys working with customers, building strong relationships, and over her long and distinguished career she distinguished herself through excellent communication skills, and high personal integrity.

Susana Figueiredo

Having worked in the pawnbroking industry for 20 years, Susana offers a high level of knowledge within the lending sector.  Her expertise is key to the daily business at New Bond Street Pawnbrokers where she ensures that compliance is adhered to. With a keen interest in the satisfaction and experience of our clients, Susana is a huge asset to the team and is a fundamental part of the day to day running of the company.

Employee of the Year – NPA Awards 2021

David Sonnenthal

David Sonnenthal took an unusual route into pawnbroking, moving into the industry after a successful career in show business. Between the ages of 17 and 26, he worked as a professional actor, appearing in a variety of productions on both stage and screen. In 1996 he even won the prestigious Perrier Award for acting at the Edinburgh Fringe Festival.

His pawnbroking career in London started quite by chance after he discovered the future site of New Bond Street Pawnbrokers during an acting audition in 1999. Immediately seeing the shop’s potential, he turned it into a successful pawn shop LOndon business and went on to become one of the UK’s top pawnbrokers.

David is a highly respected figure in the pawnbroking industry, winning the National Pawnbroker Association’s award four times in 2022, 2021, 2019 and 2008. Over the course of his 20-year career, he has gained a reputation as one of the pioneers of UK and London’s pawnbroking. He is a regular fixture in the British media, often providing expert advice on market values.

Never one to lose touch with his roots, David has even managed to continue his entertainment career as the resident dealer on Channel 4’s popular Four Rooms TV series.

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