If something has gone wrong.
A complaint is different from a question. It gets a reference number and a named owner. Response times will be published here once they are set and staffed.
01
What to send
Your name, the account or order reference, what happened and when, and what you want done about it. If money or gold is involved, include the amounts and dates as you understand them.
Send it to the complaints address once published. Do not send payment details or identity documents by message; if we need those we will tell you how to provide them securely.
02
What we do
Acknowledge
We confirm receipt and give you a reference.
Investigate
Assigned to someone who was not involved in what you are complaining about. We tell you who owns it.
Respond
A written outcome with reasons. If it will take longer than expected we tell you before the deadline rather than after it.
Escalate
If you are not satisfied, you can ask for it to be reviewed by a senior person who has not seen it before.
External recourse
If we cannot resolve it between us, you may be able to take the matter to an external body. Which one depends on the regulatory position of this service, which is being confirmed. We will name the relevant ombud or regulator here, with contact details, before we accept any customer money. We will not leave you without a route.