Feedback and complaints

We take complaints seriously

Trustly follows the FCA's Dispute Resolution: Dispute Resolution: Complaints sourcebook (DISP) and handles complaints in accordance with existing regulations.

What qualifies as a complaint?

Complaints refer primarily to specific discontent in an individual matter regarding the company's services. If you require assistance from our Consumer Support team, but do not wish to submit a complaint at this time, please see our Consumer Support page for contact details.

To submit a complaint, please use this form. You can also email us at: complaints@trustly.com or write to us at:

Trustly UK Limited, Trustly Customer Support, The Wingate, 93-107 Shaftesbury Avenue, London, United Kingdom, W1D 5DY.

Financial Ombudsman Service
If you are not satisfied with our response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS provides a free, independent service for resolving disputes between financial services firms and their customers.
You can contact the FOS at:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR