Complaints procedure

How to contact us

If you are not satisfied with our service, please tell us. You can contact us through the secure mailbox in the client portal, by email at (not yet published), by telephone on (not yet published), or in writing to (not yet published). Please give your account number, a description of the problem and what you would like us to do.

What happens next

• We acknowledge your complaint within 5 business days and give you a reference.
• A member of staff not involved in the matter investigates it.
• We aim to send you a final written response within 4 weeks. If we need longer, we will explain why and respond within 8 weeks at the latest.

If you remain dissatisfied

The storage of physical precious metals is not regulated by the Financial Conduct Authority, so complaints cannot be referred to the Financial Ombudsman Service. If you are a consumer and remain dissatisfied, you may bring a claim in the courts, including through the small claims track, and you may contact Citizens Advice for free guidance. Complaints about how we use your personal data may be made to the Information Commissioner's Office.

Records

We keep a record of every complaint and its outcome for at least 3 years and use complaints to improve our service.