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Complaints & Claims Procedure – GoldLuxo

1. Purpose

This procedure sets out how clients of GOLD & DIAMOND CAPITAL LTD (GoldLuxo) can raise complaints or claims regarding our services, and how such matters will be addressed in a fair, transparent, and timely manner.

GoldLuxo is committed to handling all complaints and claims with professionalism, fairness, and in compliance with applicable laws.

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2. Scope and Definitions

This procedure applies to:

  • Complaints: Expressions of dissatisfaction with GoldLuxo’s services, processes, or communication.

  • Claims: Formal notices concerning verifiable discrepancies in transactions, gold holdings, records, or physical delivery, accompanied by a specific requested remedy.

Exclusions: This procedure does not apply to claims arising from fluctuations in the market price of gold, which are explicitly excluded from liability under the General Terms and Conditions (GTC).

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3. How to Submit a Complaint or Claim

Complaints and claims may only be submitted through:

Each submission must include:

  • Full name and registered account ID,

  • Detailed description of the issue,

  • Transaction date and details (order number, weight in grams),

  • Specific remedy requested (e.g., correction, refund, compensation),

  • Any supporting documentation.

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4. Time Limit for Claims

A claim regarding discrepancies in quantity, quality, or transaction processing must be submitted without undue delay.
GoldLuxo may reject claims submitted later than 14 calendar days from the relevant transaction or physical delivery, unless a longer period is legally mandated.

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5. Acknowledgement and Investigation

  • GoldLuxo will acknowledge receipt of a complaint or claim within 5 business days.

  • All complaints and claims are reviewed by the Compliance Officer.

  • A final response is normally issued within 30 calendar days.

  • If more time is needed, the client will be informed of the reason and the expected timeline.

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6. Escalation and Final Decision

  • If unsatisfied with the initial outcome, the client may request escalation to senior management within 10 business days of receiving the initial response.

  • Senior management will issue a Final Written Decision, which concludes GoldLuxo’s internal complaints procedure.

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7. Disclaimer and Dispute Resolution

  • GoldLuxo is not regulated by the UK Financial Conduct Authority (FCA).

  • Services are not covered by the Financial Services Compensation Scheme (FSCS).

  • Clients do not have access to the UK Financial Ombudsman Service.

  • Any disputes remaining after the Final Written Decision shall be resolved before the courts of England and Wales, as defined in Article XV of the GTC. This does not affect statutory consumer rights in the EU.

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8. Review

This Procedure is reviewed annually or sooner if required by law or business changes.

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Effective Date: 26 October 2025
 

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