Something gone wrong? Tell us.

How to make a complaint

Email us at complaint@trillionipay.com with your name, account reference and a description of the issue. Any member of staff who receives a complaint forwards it immediately to our Compliance Officer.

What happens next

1. 1

   Acknowledgement within 5 business days

   You'll receive written confirmation naming the person handling your case and the expected timeline.

2. 2

   Impartial investigation

   The Compliance Officer or a delegate reviews records and speaks to relevant staff. Anyone named in a complaint never investigates it.

3. 3

   Resolution within 30 calendar days

   You receive a written outcome with our findings and any corrective action. If we need longer we'll tell you why and when.

4. 4

   Escalation

   Not satisfied? Ask for the matter to be escalated to our Chief Executive Officer. Before accounts open, we will publish the external escalation route that applies to each service and customer location. Until then, if you are unhappy with our final response, write to complaint@trillionipay.com and we will tell you in writing which external body, if any, can review your complaint.

All complaints and related records are retained for a minimum of five years and made available to regulators and banking partners on request. This policy is reviewed at least annually.