Customer support

Complaints process

Email Only1syre@gmail.com with “Complaint” in the subject. Include your registered email, customer reference, what happened, relevant dates, the outcome you want and non-sensitive evidence. Never send an MT5 password, card number or SMS code.

What happens next

1. We acknowledge the complaint promptly, normally within three working days.
2. We investigate service records and may request specific information.
3. We aim to provide a reasoned final response within 15 working days, or explain why more time is needed.
4. We record the outcome and any corrective action.

Aurum is not presented as FCA authorised. Therefore the Financial Ombudsman Service and FSCS may not cover complaints or losses concerning Aurum. This does not remove court, consumer-law, card-provider, ICO or other rights that apply. Privacy complaints may be taken to the ICO after raising them with us.

Keep broker execution complaints separate and contact the broker using its regulated complaints process where applicable.