Merchant support

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Complaints handling

We take complaints very seriously. Trustly follows Swedish Financial Supervisory Authority’s general guidelines on complaints management (FFFS 2002:23) and handles complaints in accordance with existing regulations. Complaint refers primarily to specific discontent in an individual matter regarding the company's services.

If you have a complaint, you can contact our Complaints Manager through this contact 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, including a summary of your concerns and any relevant details, such as copies of any supporting correspondence and documentation.

We aim to respond to your complaint as quickly as possible, normally within one week of receiving it and provide a solution within 30 days. We will inform you if the matter requires additional time and will keep you informed throughout the resolution process.

Trustly strives to resolve all complaints. If you are not satisfied with our decision, you can contact the Swedish Financial Supervisory Authority (LINK: https://www.fi.se/en/about-fi/contact-us/) (FI) or a general court. 

 

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