AML & CTF

Anti-Money Laundering & Counter-Terrorist Financing

Why we may ask for ID

When you sell precious metals (like gold jewellery), businesses in this industry have legal obligations to help prevent money laundering and terrorist financing. That’s why we (or our approved buyers) may ask you to confirm your identity and provide a few details about the transaction.

What “AML & CTF” means
  • AML (Anti-Money Laundering): stopping criminals from using a legitimate sale to “clean” illegal money.
  • CTF (Counter-Terrorist Financing): stopping money from being used to support terrorism.
What we might ask you for

Depending on the transaction, we may request:

  • A photo of a valid ID (e.g., passport or driving licence)
  • Proof of address (e.g., utility bill or bank statement)
  • Your contact details
  • Basic information about the item you’re selling and how you want to be paid
How this protects you

These checks help:

  • Reduce fraud and identity misuse
  • Prevent stolen goods being sold through the system
  • Keep the marketplace safer for genuine customers
  • Support secure, traceable payments
Your privacy matters

We only collect what’s needed for verification and record-keeping. Your information is handled securely and is not sold to third parties. In some situations, we may be required to share information with regulated partners or authorities if suspicious activity is identified.

Will everyone need to do this?

Not always. The level of checks can depend on things like the transaction value, payment method, and risk factors. If we do need verification, we’ll explain what’s required and why.

Complaints Procedure

We work hard to give you a safe, transparent, and professional experience when selling precious metals through AImgold. If something hasn’t gone as expected, we want to put it right quickly and fairly.

1) How to make a complaint

Please contact us using our contact us page and include as much detail as you can:

  • Your full name and contact number
  • Your reference number (if you have one)
  • The date of the transaction or shipment
  • A clear description of what went wrong
  • Any supporting photos or documents (if relevant)

Contact us

If your complaint relates to a transaction handled by one of our approved partners, we may share the details with that partner so it can be investigated and resolved. We’ll tell you if we do.

2) What happens next

Acknowledgement
We’ll acknowledge your complaint within 2 working days.

Investigation
We’ll review the information you provide, check the relevant transaction records, and—where needed—speak with the partner involved and/or the delivery provider.

Response timeframe
We aim to provide a full response within 10 working days.
If the issue is complex and needs more time, we’ll update you within those 10 working days with an explanation and a revised timeline.

3) Possible outcomes

Depending on what we find, outcomes may include:

  • A clear explanation of what happened
  • Correction of records or account details
  • A revised offer or recalculation (where appropriate)
  • A return of your item (where applicable and possible)
  • A goodwill gesture or compensation where we believe it’s fair and proportionate

Any remedy will depend on the circumstances and the terms that apply to the transaction.

4) If you’re not satisfied with our response

If you’re unhappy with our final response, you can ask for the complaint to be reviewed by a senior team member. Please reply to our final response email and explain why you would like a review.

5) Items sent to us / shipping issues

If your complaint relates to delivery, packaging, or item condition on arrival, please contact us as soon as possible and keep any packaging. Photos help us investigate quickly.

6) Data and privacy

We handle complaints in line with our Privacy Policy and will only use your information to investigate and resolve the issue, meet our legal obligations, and improve our service.