Complaints Procedure

Durham Coins Ltd

Effective Date: 1 September 2026

1. Purpose

Durham Coins Ltd (“Durham Coins”, “we”, “us” or “our”) is committed to providing customers with a high standard of service. We recognise, however, that on occasion a customer may have concerns or may consider that the service provided has not met their expectations.

This Complaints Procedure sets out the process by which customers may raise a complaint with Durham Coins and explains how complaints will be investigated and responded to.

We will treat all complaints seriously, fairly and with appropriate confidentiality. We will seek to resolve complaints promptly and, where a complaint is found to be justified, take appropriate steps to remedy the matter.

2. What Constitutes a Complaint

A complaint is an expression of dissatisfaction concerning a product, service, member of staff, transaction, communication or other aspect of the service provided by Durham Coins where the customer expects the matter to be investigated and, where appropriate, remedied.

A complaint may relate to, but is not limited to:

• the purchase or sale of coins, bullion or precious metals;

• the delivery or condition of products;

• payment, refunds or buy-back transactions;

• the handling of an order;

• customer service or communications;

• the conduct of an employee or representative of Durham Coins; or

• any other matter concerning the services provided by Durham Coins.

3. How to Make a Complaint

Customers are encouraged to raise any concerns with Durham Coins as soon as reasonably practicable.

Complaints should preferably be submitted in writing and should include sufficient information to enable us to identify and investigate the matter. Where possible, customers should provide:

• their full name and contact details;

• order or transaction reference, where applicable;

• details of the product or service concerned;

• a clear description of the complaint;

• the relevant dates and circumstances;

• details of any previous correspondence relating to the matter; and

• the outcome or resolution being sought.

Complaints may be submitted using the contact details published by Durham Coins on its website or by any other reasonable means made available to customers.

Where a complaint is initially made verbally, Durham Coins may request that the complaint is subsequently confirmed in writing where this is reasonably necessary to ensure that the nature and circumstances of the complaint are accurately recorded.

4. Acknowledgement of Complaints

Upon receipt of a complaint, Durham Coins will acknowledge the complaint where appropriate and confirm that the matter is being considered.

We may request further information or documentation from the customer where this is reasonably required to investigate the complaint.

Customers are expected to provide accurate and complete information and to cooperate reasonably with any enquiries necessary to establish the relevant facts.

5. Investigation

All complaints will be considered on their individual merits.

Durham Coins will make reasonable enquiries into the circumstances giving rise to the complaint and will review relevant records, correspondence, transaction details and other information available to us.

Where appropriate, the investigation may include consultation with the members of staff involved in the matter or other relevant persons.

The investigation will be conducted impartially and without unreasonable delay.

6. Outcome of the Complaint

Following completion of the investigation, Durham Coins will provide the customer with a written response setting out, where appropriate:

• the outcome of the investigation;

• the reasons for the decision reached;

• any remedial action that Durham Coins considers appropriate; and

• any further steps available to the customer if they remain dissatisfied.

Where a complaint is upheld, either in whole or in part, Durham Coins will consider what corrective or remedial action is appropriate in the circumstances.

Any remedy offered will be determined having regard to the individual circumstances of the complaint and will not constitute an admission of liability unless expressly stated otherwise.

7. Complaints Concerning Investment Products

Complaints relating to investment coins, bullion bars or other products whose value is linked to the prevailing precious-metal market price will be considered in accordance with this Complaints Procedure.

Nothing in this Complaints Procedure affects any contractual, statutory or other legal rights that a customer may have.

Where a complaint concerns the cancellation, return, refund or repurchase of an investment product, Durham Coins will consider the matter in accordance with the applicable terms and conditions, relevant legislation and the circumstances of the individual transaction.

8. Escalation

If a customer remains dissatisfied following Durham Coins’ final response, they may contact Durham Coins to request that the matter be reviewed further, where appropriate.

Customers should clearly explain the grounds on which they remain dissatisfied and provide any additional information or evidence that they consider relevant.

Where Durham Coins is required by applicable law or regulation to provide access to an alternative dispute resolution procedure or other independent complaints process, the relevant information will be provided to the customer.

Nothing in this procedure prevents a customer from exercising any statutory or other legal rights available to them.

9. Time Limits

Customers should raise complaints as soon as reasonably practicable after becoming aware of the matter giving rise to the complaint.

Durham Coins will endeavour to investigate and respond to complaints within a reasonable period, having regard to the nature and complexity of the matter.

Where a complaint cannot reasonably be concluded within the expected timeframe, Durham Coins may provide the customer with an update explaining the position and, where possible, an indication of when a substantive response is expected.

10. Confidentiality and Data Protection

Information provided in connection with a complaint will be handled appropriately and in accordance with applicable data protection legislation and Durham Coins’ privacy policy.

Personal information will only be accessed, processed and retained to the extent reasonably necessary for the investigation and administration of the complaint, the fulfilment of legal or regulatory obligations, or the establishment, exercise or defence of legal claims.

11. Unreasonable or Abusive Complaints

Durham Coins is committed to treating customers fairly and respectfully. We expect the same standard of conduct from customers when communicating with our staff.

We reserve the right to take reasonable and proportionate steps where a complaint involves threatening, abusive, offensive or discriminatory behaviour, or where the frequency, nature or manner of communications is such that it unreasonably interferes with our ability to investigate and resolve the matter.

Any decision to restrict communication or otherwise manage such correspondence will be made proportionately and will not prevent a customer from exercising any statutory or legal rights available to them.

12. Record Keeping

Durham Coins will maintain appropriate records of complaints received and the actions taken in response to them.

Complaint records may be used to identify recurring issues, improve our products and services, monitor customer satisfaction and ensure that appropriate remedial action is taken where necessary.

13. Review of this Procedure

This Complaints Procedure may be reviewed and amended from time to time to reflect changes in our business practices, applicable legislation, regulatory requirements or industry standards.

The current version of this procedure will be made available to customers through the appropriate Durham Coins communication channels.

Durham Coins Ltd
Complaints Procedure
Effective: 1 September 2026