Complaints

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?

Complaint refers primarily to specific discontent in an individual matter regarding the company's services.

Please also see the Consumer Support section of our website to find further useful information in our Help Center about the products and services provided by Trustly.

In there you can find the contact information of our Consumer Support department here and select the Trustly product you used.


If you have 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
Rådmansgatan 40
113 57 Stockholm
Sweden


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.