Last updated: 13 September 2026 · Aurevia Wealth
We take complaints seriously. This policy explains how to raise a concern about an order, payment, storage, delivery, fees, or the conduct of our staff, and how we will handle it.
How to complain
Email complaints@aureviawealth.com or write to us via the Contact page. Please include your account name, order or holding reference, what went wrong, when it happened, and the outcome you want. You may also call the number published on the Contact page.
What happens next
- We acknowledge your complaint within five business days.
- We investigate with operations, vault, carrier, or payments partners as needed.
- We aim to send a final response within 15 business days, or explain why more time is required (for example a vault or insurer investigation). We will not exceed eight weeks without a further update.
If you remain unhappy
If you are not satisfied with our final response, you may pursue the matter through the courts of England and Wales as set out in our Terms, or through any statutory ombudsman or alternative-dispute body that has jurisdiction over the specific service. Precious-metals dealing and allocated storage may not fall within every financial ombudsman scheme; we will tell you in our final response whether an external body applies to your case.
Records
We keep complaint files in line with our retention and privacy rules and use them to improve controls. Raising a genuine complaint will not affect your allocated ownership of metal.