Goldstores strive to offer a high quality service. However we all recognise that things can go wrong.

Making a complaint

At the least you are entitled to an explanation of why you have been treated as you have been. It is important that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from our mistakes so that we can improve our service to you. Our Complaints Procedure is outlined below.

Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.

When you have made a complaint to us, we will:-

  • Investigate your complaint;
  • Where we are at fault, we will endeavour to put things right to the best of our ability;
  • Where we are wrong, review our procedures or services to avoid the problem occurring again;
  • Inform you of our findings.

Stage 1: Contact our head office about your dissatisfaction. They will seek to reach a resolution with you in an amicable, collaborative spirit. You may contact us as follows:-

By Phone: 020 8761 5696
By Post: 503 Norwood Road West Norwood SE27 9DL
By Email:
In person: please pop into the store where you were served

Your complaint will be investigated by the Managing Director or their representative and they will aim to acknowledge your complaint within five working days. Your complaint will be dealt within eight weeks of the original complaint and the Managing Director or their representative will write to you with their conclusions and course of action. If this deadline cannot be met, you will receive a letter explaining why.

Stage 2: If you feel that, after you have complained and received an explanation and that you have still not been treated fairly, you may refer your complaint to the Financial Ombudsman Service. We will send you their leaflet and their contact details are:-

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4 567

Our Stores

West Norwood

503 Norwood Road
West Norwood
SE27 9DL
T: 020 8761 5696
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5 Central Parade
SE20 7TN
T: 020 8659 9850
Get Directions