Our priority is to give customers the highest level of service. But we know that sometimes things can go wrong. 

Customer feedback helps us understand where things have gone wrong so we can put them right. It also helps us understand where we need to improve our products and services.

Our complaints procedure is designed to quickly resolve any issues you may have with any part of our service. 

We promise to:

  • listen to your complaint in full

  • understand the issue you have raised

  • provide you with an explanation

  • resolve the issue as soon as possible

This document describes Trussle’s complaints procedure. We use it to ensure we meet all relevant rules and guidance. 

What is a complaint?

The Financial Conduct Authority (FCA) define a complaint as:

“Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service or redress determination.”

Trussle takes complaints and negative feedback seriously. We’re committed to ensuring that we handle all complaints fairly, consistently and quickly. 

We regularly review the complaints we get to learn from them and improve our level of service for the future.

How to get in touch if you have a complaint

If you have a complaint about your Trussle journey you can contact us by:

What happens if you make a complaint?

All Trussle staff are trained to identify complaints.

Once we get a complaint, we report it to our Customer Experience and Operational Managers for review.

If we can resolve your complaint within 3 business days

If we can resolve your complaint within 3 business days, we’ll contact you to explain the outcome of our investigation. We’ll also tell you how we think we can resolve it. 

If you accept the resolution, we will confirm this to you in writing.

If we cannot resolve your complaint within 3 business days

If we cannot resolve your complaint within 3 days, we’ll write to you to tell you:

  • we’ve received your complaint

  • we understand your complaint

  • who will be handling it

We’ll also give you a chance to provide any more information or documents.

Investigating your complaint

After this, we’ll investigate your complaint in full. 

We aim to give you our final response with a full explanation of the findings within 8 weeks.

If we cannot give you a final response within this time, we'll write to you to:

  • explain our position

  • set out next steps 

  • tell you about your right to refer to the Financial Ombudsman Service (FOS)

Closing your complaint

We will consider your complaint closed if: 

  • we’ve sent you a final response

  • you’ve told us in writing that you accept one of our earlier responses

  • you refer your complaint to FOS and they tell us in writing that the complaint has been closed

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for a free independent review. You must do so within 6 months of the date of our final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us.

Tell us about your concerns first and we’ll do all we can to help. 

Categories of complaints the FOS can consider

The FOS is also only able to consider certain types of complaint. 

The FOS do not investigate complaints about Buy to Let mortgages as it’s outside of their jurisdiction.

This is because Buy to Let mortgages are not regulated by the Financial Conduct Authority.

The FOS might not be able to consider your complaint if:

  • what you’re complaining about happened over 6 years ago

  • you’re complaining more than 3 years after you realised, or should’ve realised there was a problem

The FOS will decide if your complaint was made outside of these time limits. If they decide it is, they will not have our permission to consider your complaint.

There are few circumstances where they can. For example, if they think the delay was a result of exceptional circumstances.

Find out what services the Financial Ombudsman Service offer on their website: https://www.financial-ombudsman.org.uk.

Or contact them by:

  • writing to: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR

  • calling: 0800 023 4567 or 0300 123 9123

  • emailing: [email protected]

Alternative Dispute Resolution (ADR) directive

The ADR directive is European law. So there are other ways to resolve contractual disputes between consumers and businesses. 

The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK.

They provide a complaint handling service under the ADR directive as well as their role as an ombudsman service.

Trussle has decided to continue dealing with customers’ complaints when we get them, rather than pass responsibility to the FOS under the ADR directive.

This does not affect customers’ statutory rights to refer complaints to the FOS like we set out above.

Online Dispute Resolution Platform (ODR)

Complaints about financial services firms may also be sent to the Online Dispute Resolution website: https://ec.europa.eu/consumers/odr.

Any complaints the ODR are sent are forwarded to the FOS and then to Trussle. 

Complaints through the ODR are treated in the same way as those through other methods.