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Customer Charter - Our Commitment to You

Published: 15 Aug 2019

Our Customer Charter outlines our high professional standards and our duty of care to all our customers. Whether you come to see us for foreign currency, a personal loan, or to buy a piece of jewellery, here’s what you can expect from H&T.

We are committed to providing a safe, professional and friendly place to access a variety of cash services

We have 250+ branches in locations across the UK, meaning you’re never far from a H&T store. Our branches are welcoming and comfortable, with staff members on-hand to help with any query or need. We welcome customers from all walks of life to our stores, where you can browse our range, have a cup of tea and a chat, or apply for any of our high-street money services.

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We will always be clear and honest with our customers

You’ll be given all the information you need to make a proper decision, no matter what you’ve come to see us for. Our team will always be happy to answer all of your questions, and we’ll let you know the reasons behind any decisions made. If you’d like any further information on any of our goods or services, you can simply ask – we’ll always give you an honest and transparent answer.

We promise to listen and will do our very best to meet your needs

We understand that finances are not always straightforward, and that unique circumstances can sometimes make applying for credit or other cash services more difficult. We promise to listen to you and to always point you in the most suitable direction for your needs and circumstances – we’ll never push you into something that isn’t right.

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We always operate within the law and are fully regulated to protect our customers

We have been trading since 1897 and we take our corporate responsibilities very seriously. As well as being fully regulated and authorised by the Financial Conduct Authority, we’re also a member of a number of organisations and industry bodies, such as the National Pawnbrokers Association. We know that protecting our customers’ assets, financial futures and personal data is of utmost importance, and we promise that we will never let you down.

You can expect only the best customer service from us here at H&T

We’ll always offer a friendly welcome and a warm smile when you come to see us in-store. In many of our branches, the team have a great rapport with members of the local community, who will often drop in for a chat. Whether you visit us just the once or many times, you can expect only the best customer service. After all, you are at the heart of everything we do.

If things go wrong, we put them right

We’re a well-oiled machine here at H&T, but we know that sometimes mistakes do happen. In the unlikely event that something goes wrong, you can be sure that we’ll not only take your complaint very seriously and take immediate steps to make it better, but we’ll also make changes to ensure it never happens again. We’ll always get back to you when you contact us with queries, suggestions or complaints and we welcome your honest opinions about what we do.