Version 2.1, dated 26 September 2026.
We want to put things right when something goes wrong. This policy explains how to complain, what we will do and where you can go if you are not satisfied. It forms part of our General Terms and Conditions. Complaining is free of charge.
EONA is operated by Bullion Link Trading – FZCO, DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates. Trade Licence No. 53684, issued by the Dubai Integrated Economic Zones Authority (DIEZ).
1. How to complain
You can complain at any time through any of these channels:
- Support Centre: on eona.ae and in the EONA app, available 24 hours a day, 7 days a week. You do not need an account to submit a request on eona.ae.
- Email: info@eona.ae
- Telephone: +971 54 777 1050, on UAE business days, 9:00–18:00 GST.
- Post: Complaints, Bullion Link Trading – FZCO, DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates.
You can complain in Arabic or English.
Please tell us your name, the email address registered with us, what went wrong, any order or payment reference, and what you would like us to do. You do not need to use any particular form of words.
2. Tracking your complaint
Every complaint receives a reference number. You can follow the status of your complaint and our replies in the Support Centre, or by quoting the reference number by email or telephone.
3. What we will do
| Step | Timing |
|---|---|
| Acknowledge your complaint, with its reference number and the name of the team handling it | Within 1 business day |
| Investigate fairly, looking at all the information, including our records and anything you send us | During the review |
| Send you a full written answer, explaining our decision and any remedy | Within 14 days of receiving your complaint |
If we need more time because a complaint is complex, we will tell you before the 14 days end, explain why, and give you a new date. You may escalate your complaint (section 5) at that point if you do not wish to wait.
Where we find that we were wrong, we will put things right. This may include correcting an error, refunding amounts in line with our General Terms and Conditions (including the full refund cases for pricing errors, non-allocation and our breach), paying compensation for loss caused by our breach, and apologising.
4. Fair treatment
Complaints are handled by staff who were not involved in the matter complained about, where possible. Making a complaint will not affect how we treat you. We keep a record of every complaint and its outcome, and we review complaints regularly to improve our service.
5. If you are not satisfied
If you are not satisfied with our answer, or we have not answered within 14 days, you can:
- ask for your complaint to be reviewed by our senior management, by replying to our answer or writing to info@eona.ae with the subject "Complaint review"; and
- refer your complaint to the consumer protection department of the UAE Ministry of Economy and Tourism, or to the competent consumer protection authority in your emirate (in Dubai, the Department of Economy and Tourism). Their contact details are published on their official websites.
You may also use your other legal rights, including bringing a claim before the competent UAE courts. Using our complaints process does not affect those rights.
6. Personal data complaints
Complaints about how we use your personal data can be sent to our Data Protection Officer at privacy@eona.ae. You can also complain to the UAE Data Office. See our Privacy Policy.
7. Concerns about the origin of our metal
If you have a concern about the responsible sourcing of the metal we sell, including any concern about links to conflict, human-rights abuses or money laundering, write to sourcing@eona.ae with the subject "Sourcing concern". You do not need to be a client. We treat these reports confidentially, they are reviewed by our Money Laundering Reporting Officer independently of the business area concerned, and we do not allow any reprisal against anyone who raises a concern in good faith. See also our Compliance page.
8. Rating our service
You can rate our service and leave feedback in the app and on eona.ae after any support request.