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Complaints

Preownedbullion Limited, trading as Bullionex. ICO: ZC271900.

Updated: 27 October 2026

How to complain

  • Email: hello@bullionex.co.uk, with “complaint” in the subject line.
  • Phone: 020 4569 2010.
  • In person: during an arranged visit to our office at 34–35 Hatton Garden, London EC1N 8DX (visits by arrangement only).
  • Post: Preownedbullion Limited, 115 Merton Road, London SW19 1ED (registered office).

Please give us your name, contact details, any parcel or order reference, what went wrong and what you would like us to do. Making a complaint is free. You can use any of these methods for a complaint about your personal data too. If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments (Equality Act 2010 s20).

What happens next

  • Within 2 working days we acknowledge your complaint and tell you who is handling it. (For complaints about your personal data, we will always acknowledge within 30 days, as DPA 2018 s164A requires.)
  • Within 4 weeks we send a written answer saying what we found, what we will do and why.
  • If it will take longer, we tell you why and when you can expect an answer.
  • If you are still unhappy, someone who was not involved the first time reviews it. That second answer is our final response.

If you are still unhappy

  • Alternative dispute resolution (ADR): we are not a member of, and not required to use, any ADR scheme. Our final response will tell you if any ADR arrangement applies (DMCCA 2024 s308).
  • The Financial Ombudsman Service does not cover buying or selling precious metals with us.
  • Advice: Citizens Advice consumer service, 0808 223 1133 (Advice Direct Scotland 0808 164 6000; Consumerline in Northern Ireland 0300 123 6262).
  • Your personal data: the Information Commissioner’s Office, ico.org.uk/make-a-complaint, 0303 123 1113.
  • The courts: small claims track in England and Wales (up to £10,000), simple procedure in Scotland, and small claims in Northern Ireland.

Records

We keep each complaint and its outcome for 6 years, as set out in our Privacy notice.

Preownedbullion Limited (company number 15861411), trading as Bullionex · Registered in England and Wales · Registered office: 115 Merton Road, London SW19 1ED · VAT no. GB 502 6610 30 · ICO registration ZC271900 · hello@bullionex.co.uk · 020 4569 2010

Check your identity

We check everyone before they can accept an offer, buy from us or be paid. This keeps stolen gold, fraud and money laundering out. It takes about two minutes. You'll need photo ID (passport, driving licence or ID card), a recent proof of address, and your phone or webcam for a short selfie. Please also confirm you are 18 or over and live in the UK.

The check is run for us by Sumsub, our identity-verification provider. Sumsub also uses some of this data for its own purposes (see below). The face match uses biometric data, so we ask for your explicit consent. If you prefer, call us and we will check your ID in person instead.

If a check doesn't pass, a member of our staff reviews it before we decide anything. You can ask us to explain, give us your side, or ask for a person to look again. See our Privacy notice, section 4.

I have read Sumsub's Notice. I understand that Sumsub also uses my data, including biometric data, for its own purposes as an independent controller, including fraud detection across its clients and developing its services (including AI model training) for up to 5 years. Read Sumsub's Notice · Read our privacy notice, section 4.3