terms and conditions

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We at The Luxury Hut always endeavours to make sure that our customers receive an exceptional standard of service. However, we also understand that things may go wrong sometimes, and you may not be satisfied with our service. If you want to make a complaint regarding our lending process, online pawnbroking service, the loan or shipping, you can contact us at any time.

We ensure to look into all complaints meticulously and fairly at free of charge. But if you still remain unsatisfied, we will direct you to The Financial Conduct Authority to appeal. You can make your complaint via:

We ask you to provide us with details and documentation as much as possible about the basics of your complaint. We are committed to investigate and resolve the issue as soon as possible. However, this should not take more than five business days after the complaint is received. If it is not resolved within the specified time, we may send you a copy of the respective complaint handling process. If it is not possible, we will keep you informed of our progress and email to you within further five business days.

If we cannot resolve your complaint within 56 days after the date of the complaint, you may refer your complaint ultimately to The Financial Conduct Authority. You can contact the Financial Conduct Authority via:

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