We take complaints seriously.
Trustly follows Swedish Financial Supervisory Authority's general guidelines on complaints management (FFFS 2002:23) and handles complaints in accordance with existing regulations.
What qualifies as a complaint?
A complaint refers primarily to specific discontent in an individual matter regarding the company's services.
If you require assistance from our Consumer Support team, and do not wish to submit a complaint at this time, please see our Consumer Support section to learn more about our frequently asked questions, and find the contact details of our Consumer Support team.
If you wish to submit a complaint, you can contact our Complaints Manager through this Complaints form or send a letter to the address below:
Trustly Group AB
To: Complaints Manager
113 57 Stockholm
Please describe your matter as clearly as possible.
We aim to respond to your complaint as quickly as possible, normally within one week of receiving it. We will inform you if the matter requires additional time.
Trustly strives to resolve all complaints. If you are not satisfied with our decision, you can contact the National Board for Consumer Disputes (ARN) or a general court. You can use this website to identify and contact the out-of-court complaint scheme in your home country for further guidance and information.
You can also get advice and guidance on how to take your complaint further through Konsumenternas Bank- och Finansbyrå and your local consumer advisory service.