Gold Star Bullion Security Legal & compliance Complaints
Complaints
How to complain, what happens next, and where to go if we do not fix it.
How to complain
Write to us. Telephone first if it is urgent, but put it in writing so there is a record.
- info@goldstarbullionsecurity.com, marked "Complaint"
- Post
- Gold Star Bullion Security, 144 Houndsditch, London EC3A 7BX, United Kingdom
- Telephone
- +44 744 190 4280 (UK) · +1 (718) 635-3339 (US)
What to include
- Your name and the account or consignment reference.
- What happened, and when.
- What you would like us to do about it.
- Copies of anything relevant: instructions, invoices, photographs.
What happens
| Stage | What we do | By when |
|---|---|---|
| Acknowledge | Confirm we have it, give you a reference and the name of the person handling it | 3 working days |
| Investigate | Review the records, the ledger and the audit trail, and speak to the people involved | Ongoing |
| Respond | A written answer setting out what we found, what we will do, and why | 20 working days |
| If it is complex | Tell you why it is taking longer and when to expect an answer | Before day 20 |
| Final response | Our final position, and what you can do if you disagree | 8 weeks at the outside |
Claims for loss or damage
A claim against a consignment is different from a service complaint and is time-critical. Notify us in writing immediately, and in any event within the period set by the applicable convention or trading conditions, which can be as short as a few days. Keep the goods and the packaging available for survey; disposing of them before a surveyor has seen them can defeat the claim. See the terms of business.
If you are not satisfied
Ask for the matter to be escalated to a director, who will review it independently of whoever handled it first.
- Ombudsman
- Custody and freight forwarding of this kind are not regulated financial services, so the Financial Ombudsman Service is not available. Alternative dispute resolution scheme: none currently subscribed
- Data protection complaints
- The Information Commissioner's Office, ico.org.uk or 0303 123 1113. You do not need to come to us first.
- Legal action
- Nothing in this procedure affects your right to take legal advice or to bring a claim.
If you think you are being defrauded
If someone is using our name to ask you for money, that is not a complaint about our service and it needs to move faster. Ring +44 744 190 4280 dialled by you from this site, and report it to Action Fraud on 0300 123 2040 or, in the United States, to the FBI's IC3. Read the fraud warning first.
What we do with complaints
Every complaint is logged with its outcome and reviewed periodically for patterns. A complaint that reveals a process fault results in the process changing, not just an apology to the person who complained.
Questions about this document go to info@goldstarbullionsecurity.com, or write to Gold Star Bullion Security, 144 Houndsditch, London EC3A 7BX, United Kingdom.