About Captain Cash
We strive to offer a high quality service. However we all recognise that there may be times when things go wrong.
At the least you are entitled to an explanation of why you have been treated as you have been. It is important that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from our mistakes so that we can improve our service to you. Our Complaints Procedure is outlined below.

Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.

When you have made a complaint to us, we will:-
  • Investigate your complaint;
  • Where we are at fault, we will endeavour to put things right to the best of our ability;
  • Where we are wrong, review our procedures or services to avoid the problem occurring again
  • Inform you of our findings;

Stage 1: Contact us about your dissatisfaction. We will seek to reach a resolution with you in an amicable, collaborative spirit.

You may contact us as follows:-
By Phone: 020 8859 979
By Post: Captain Pawn, 199 Eltham High Street, London SE9 1TS
By Email: contact@captainpawn.co.uk
In Person: by speaking to the Manager at your local branch

Your complaint will be investigated by the Managing Director or their representative and they will aim to acknowledge your complaint within five working days.

Your complaint will be dealt within eight weeks of the original complaint and the Managing Director or their representative will write to you with their conclusions and course of action. If this deadline cannot be met, you will receive a letter explaining why.


Stage 2: If, after you have complained and received an explanation, you feel that you have still not been treated fairly, you may refer your complaint to the Financial Ombudsman Service. This must be done within six months of the date of our Final Response letter. We will send you their leaflet and their contact details are:-

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Customer Testimonials

No one can beat them on Foreign Exchange locally, great staff - I always come back

Mr T, Erith

Captain Pawn was one of the first pawnbrokers on the High Street, they give fair prices and the best gold prices in the area!

Mrs S, Eltham

Little Gem of a shop on the parade, love it

Mr G, New Addington

We are liking the new owners, they offer great products and a speedy service, happy days

Mr & Mrs A, Sydenham

Lawrence the manager is great, friendly and happy go lucky, we go in just for a chat sometimes! We will always use Captain Pawn

Miss P, Bermondsey