if something's wrong.
We would rather hear about a problem than not. Here is how to tell us, what we will do, and how long it should take.
draft — not legal advice
DRAFT — not legal advice; must be reviewed and approved by a qualified solicitor before publication. Bracketed fields are placeholders for details to be confirmed before going live.
Our approach
We aim to get every transaction right the first time. When we fall short, we want to know — quickly and plainly. We treat every complaint seriously, look at it fairly, and use what we learn to stop the same thing happening again. Raising a complaint costs you nothing and will never affect how we treat you on future transactions.
How to raise a complaint
You can complain in whatever way suits you. To help us look into it quickly, please include your name, how to reach you, any transaction or reference number, and a short description of what went wrong and what you would like us to do.
- Email — hello@bullionexchange.co.uk, with "Complaint" in the subject line.
- Phone — [complaints phone number], during opening hours.
- Post — Complaints, [Company legal name], [registered address].
What happens next
A named member of our team takes ownership of your complaint. We acknowledge it, gather the relevant records, and look at what happened against what should have happened. If we need anything more from you, we will ask. Once we have reviewed it, we send you a written response setting out our findings, anything we are putting right, and the reasons for our decision.
Our timescales
- Within [2] working days — we acknowledge your complaint and tell you who is handling it.
- Within [8] weeks — we aim to send a full written response.
- If we need longer, we will tell you why and give you a revised date. If we cannot resolve a complaint within [8] weeks, we will explain your options for taking it further.
If you are still unhappy
If our response does not resolve things, please tell us — a senior colleague who was not involved the first time will review it afresh. Depending on what your complaint is about, you may also be able to take it to an independent body:
- Data-protection complaints — the Information Commissioner's Office (ico.org.uk).
- Consumer disputes — you may be able to use an alternative dispute-resolution scheme; we will provide details of any applicable scheme at [ADR scheme name / details], and you can also seek advice from Citizens Advice.
Using these routes does not affect your right to take legal action.
Records
We keep a record of complaints and how they were resolved, both to meet our obligations and to improve our service. Any personal data in a complaint is handled in line with our privacy notice.