Cebuana Lhuillier’s Commitment to Clients

Cebuana Lhuillier’s commitment is to always provide you, our valued clients, the highest standards of client experience.

We aspire to provide the best client experience every time you transact with us at every channel and through every employee, to
make you feel that you are a Kaibigan, Ka-Cebuana.

We provide for your micro finance service needs.

Cebuana Lhuillier offers one-stop-shop services to our clients. Aside from pawning, clients can avail of international and
domestic money remittance services, microinsurance and micro savings products, as well as bills payment, foreign exchange
and e-loading services.

When you transact with us, we shall:

Manifest courtesy in our words and actions.

We shall give you due respect and attention in your every service interaction with the company.

Aim to cultivate a lasting relationship.

We shall treat each transaction as a starting point for a lasting relationship by creating a positive first impression and
continuously engaging with you after the transaction.

Deliver professional and personalized service.

We shall act, communicate, and present ourselves in a professional manner. We shall value your reputation, personal
information (e.g., contact number, beneficiary information), hard-earned money, valuable items, time and effort. We shall be
sensitive and aware of your specific needs to be able to deliver personalized service.

We value your feedback.

We are committed to listen to your concerns and help you address your needs. You can get in touch with us in the way you
prefer through our Cebuana CARES system:

Call us: (02)779.9800; (02)759.9800

Office hours are from 9:00AM to 6:00PM, Mondays to Sundays
We record phone calls to help us provide accurate, consistent service and for
quality assurance purposes.

Text us*: GLOBE - 0917.81CARES (22737)

SMART - 0918.81CARES (22737)
VIBER - 0917-81CARES (22737)
*Text only. No voice call
Message us: www.facebook.com/cebuanalhuillierpawnshop
Email us: cebuanacares@pjlhuillier.com

We will respond to simple e-mail inquiries within the day if received within office hours.

For e-mail concerns that need coordination or investigation, we will acknowledge receipt of your query within
24 hours (if received during office hours) and provide you with a certain time to expect our feedback
regarding your query.

For written concerns/feedback, we will reply fully within ten (10) working days from
receipt of your e-mail.
We monitor your level of satisfaction with our service.

SMS - We proactively gather your feedback by sending you SMS to check service satisfaction with your recently availed service.

Surveybot – We developed a surveybot, “Ceb”, to encourage you to share your recent branch experience with us. You can
search for and chat with her on Facebook Messenger.

We make our services available to you through all the available channels possible.

Aside from our 2,500 branches nationwide, you may access our services using your mobile phone or computer.

We value your loyalty.

Our 24k Plus Membership Rewards Program is a way of showing gratitude to our loyal clients. 24k Plus cardholders are entitled
to exclusive privileges, discounts, special offers and other exciting freebies.