H&T and Consumer Duty

What is Consumer Duty?

Consumer Duty is a new Directive from the FCA which sets out clearer and higher standards of consumer protection across all financial service businesses, requiring them to put their customers first. These new rules came into effect on the 31st July 2023 and applies to all regulated products, which in our case is Pawnbroking.

What is H&T’s Response to Consumer Duty?

Here at H&T, our customers are at the heart of what we do, and we pride ourselves on our service. We endeavour to ensure every customer understands the products we sell and that they are suitable to their individual circumstances and needs. In response to Consumer Duty, we have reviewed all of our processes and policies, as well as our training programme across the business. We have made a few small changes to the way we conduct business, including changes to our operating systems to help achieve even more positive customer outcomes.

In-store and Central Customer Support

We understand that our store colleagues have close relationships with our customers, however unfortunately, our stores cannot be open all the time. To provide further customer support, we now have a dedicated customer service team based in Liverpool who are available outside of normal retail hours, making it easier for our customers to speak to someone when they need us. This team can be reached on 01615050369 and operate the following opening hours:

Monday - Friday 08:30 AM - 7:00 PM
Saturday 09:00 AM - 6:00 PM
Sunday 10:00 AM - 4:00 PM

Our Customers

We understand that life is not always straight forward, and people’s circumstances can change. Our teams will work with all of our customers throughout the life of their pawnbroking agreements, to ensure the product remains suitable based on their individual circumstances.

More information on Consumer Duty

Consumer Duty - More info