I made a complaint one month ago. I set out the details here. First they said it would take up to 8 weeks to investigate. It took 4 for a very straight complaint. They use 8 weeks in their letters because some of their activities are regulated by FCA but others not. So they are hiding behind FCA regulations to string out their responses for those activities which aren't regulated. Secondly they rejected the justified complaint on the basis their website allows items to be bought multiple times before updating. But that does not explain why it takes 4 days to even tell the customer. No recognition of financial loss. I'm taking this further because there is a huge backlash and customer momentum against the Royal Mint for similar issues. Meanwhile, don't use them. Slow, incompetent, sharp practice and non existing complaint handling. Update 22.11.25 - after H and T responded here asking for further information I have had no acknowledgement. As I said before, no complaint apparatus in place for justified complaints. Avoid this toxic company.
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H&T began serving communities around London in 1897. Since then, we have expanded to become one of the most established and leading alternative finance providers in the UK.
We offer a broad range of products to our customers that include pawnbroking, foreign exchange, gold buying, cheque cashing, and retail.
Since 2006, H&T has accelerated its development by adding new products and services, expanding the store network and developing a complete online service. Our continued investment in the business and the communities we serve has resulted in us growing to become one of the leading providers in the UK with over 280 stores nationwide.
In August 2025, H&T Group was acquired by FirstCash Holdings Inc. FirstCash is a leading international operator of pawn stores and provider of technology-driven point-of-sale payment solutions, focused on serving cash and credit-constrained consumers. The Acquisition represents FirstCash's entry into the UK pawnbroking market.
We believe everyone should be given choices in how to deal with their financial needs. We endeavour to provide the best service and the broadest choice of financial solutions for the widest group of people
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