Frequently Asked Questions

To change your account password you should first log in to your account using your existing password. From your account dashboard select ‘Account Information’ from the menu on the left or click the link ‘Change Password’ in the Contact Information section. The next screen ‘Edit Account Information’ includes an option to ‘Change Password’ by activating a tick-box. You will now see a ‘Change Password’ section. Type your current password into the relevant box. Even if the current password box appears to have been filled in automatically you must insert your current password. Enter your new password and confirm your new password in the relevant boxes. Click ‘Save’. You will see a message ‘The account information has been saved’. Job done, use your new password when you next log in to your account.

Our new website uses more modern and secure technology than the previous site. Consequently we cannot transfer account functionality between the two websites. Please re-register on the new site to establish a new account.

Our security protocols require that only we can change account address details. Contact us by telephone or email and we will be happy to guide you through the process but we will need documentation to prove your identity and new address as part of the process.

It takes only a couple of minutes to initially set up a trading account. If you wish to make substantial purchases requiring submission of id and proof of address documents then we can usually verify such documents on the same working day. Similarly, when expanding your account to include the storage option, we can generally verify documents on the same working day that we receive them.

We have suspended remote access to account features for security purposes. Please e-mail your requirements for documentation to [email protected] and we will be happy to send you PDF copies by e-mail.

That depends on the transaction. For single transactions with a value above £1,000 or where the total of transactions in a year exceeds £10,000, we are obliged by HMRC Regulations to obtain copies of two forms of identification: a copy of the buyer's most recent passport and a copy of a recent utility bill showing the buyer's address. These details are secured by us in strict compliance with the Data Protection Act 1998 and will not be passed to any unauthorised third party but may be inspected by HMRC or other authorised governmental body.

If we ask for identifying documents we will need proof of your personal identity and proof of your address. The personal id that we accept is a valid photo-card driving licence or a valid passport. Proof of address would be a utility bill or bank/building society statement, issued within the last 3 months and clearly showing your name and address. We cannot accept mobile phone bills as proof of address or personal identity.