If you have a question about your transaction with Trustly, you should always contact the company where you made your payment first as they are responsible for their customer support.
Below you'll find answers to our most frequently asked questions. If you can't find your answers there, you're welcome to contact us through our contact form.
Can't find the answer to your question above? Have a suggestion as to how we can improve our service? Please use this form to let us know. We value your feedback!
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. 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
Norrtullsgatan 6, floor 7
113 29 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.
Trustly Group AB (corporate identity number 556754-8655) is an authorized Swedish payment institution under the supervision of the Swedish Financial Supervisory Authority (Finansinspektionen). The company conducts payment services in accordance with the Payment Services Act (2010:751) and can provide cross-border payment services within the EU/EEA.