Complaints

This page sets out how to make a complaint about Trustie and what you can expect from us. It reflects section 16 of our Terms & Conditions.

  • How to Get in Touch - if you have a complaint about any part of our service, please let us know as soon as possible. You can reach us by email at: complaints@trustie.co.uk.
  • Acknowledgement - we will let you know we have received your complaint usually within 24 hours of receiving it
  • Our complaints timelines (payment services / e-money)

    For complaints about payment services or e-money, we will send you a final response within 15 business days of receiving your complaint. In exceptional circumstances outside our control, if we cannot provide a final response within 15 business days, we will send you a holding response within 15 business days explaining the delay and when you will receive the final response, and we will send the final response within 35 business days.

    For other complaints, we aim to resolve them as quickly as possible and in any event within 8 weeks.

  • Open Banking complaints - If your complaint relates to Open Banking (AIS/PIS), we may handle it directly and/or route it to Salt Edge and we will tell you what's happening.
  • Not Satisfied with Our Initial Response? If you're unhappy with the outcome of your complaint, you can ask for it to be escalated to a Customer Services Manager. They will review your complaint as a priority, ensuring our total timeframe does not exceed the 15 business days statutory limit.
  • Providing Information - to help us resolve your complaint quickly, please provide any requested information promptly. Delays in sharing information may extend the time it takes for us to resolve your complaint.
  • Still Not Happy? If you're still not satisfied after our internal review process, you can contact the Financial Ombudsman Service: