Complaints Procedure

We aim to deliver a high standard of service to every client of OLCASTA GOLDEN, across our UK office and our regulated Swiss branch. If something falls short, we want to hear about it and put it right.

Complaints can be raised by email to info@olcasta-golden.com (UK) or sales@olcasta-golden.com (Switzerland), by phone, or in writing to either office address. Use whichever office you have been dealing with, or the UK office if unsure.

To help us investigate promptly, please include:

• Your name and contact details.
• Any account, order, or trade confirmation reference.
• A description of the issue and what outcome you are looking for.

We will acknowledge your complaint within 5 business days. A member of the relevant desk or management team will investigate and aim to provide a full response within 20 business days. Where a matter is more complex, we will tell you and keep you updated on progress.

If you are not satisfied with the outcome, you may ask for the complaint to be reviewed by a senior member of staff not previously involved. For matters concerning our Swiss branch, unresolved complaints may also be referred to PolyReg, our SRO under Article 24 of the Swiss Anti-Money Laundering Act (AMLA), or to the relevant regulatory or mediation body.

For anything relating to this procedure, write to info@olcasta-golden.com (UK) or sales@olcasta-golden.com (Switzerland). See also our Terms & Conditions.