ePrivacy and GPDR Cookie Consent by Cookie Consent Complaints Policy | TrustTwo

TrustTwo is a trading name of Everyday Lending Limited. our staff are trained to provide the highest possible standards of service to our customers.

We aim to provide you with lending services that meet your needs, putting you as a customer first at all times. Even the best organisations sometimes make mistakes and if we do, or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.

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Step 1 – If at any time you have cause for complaint, please raise this initially with the TrustTwo Service Team, either by telephone or in writing. In some instances we may not be able to resolve the problem immediately however, we will aim to resolve it within 3 working days.

If we are able to resolve your complaint within 3 days, a Summary Resolution Letter will be sent to you confirming 1) that your complaint has been resolved and 2) if you subsequently decide you are unhappy after receiving the Summary Resolution Letter, you can refer your complaint to the Financial Ombudsman Service.

If you feel unable to discuss your concerns with the TrustTwo Service Team, then please refer your complaint directly to our Customer Resolutions Team also based at our Head Office, address below. You will need to set out your concerns fully so that we can investigate the matter.

Step 2 – If we have been unable to resolve your complaint, or if you feel that your complaint has not been resolved to your satisfaction within 3 days, it will be escalated and reviewed by our Customer Resolutions Team.

A member of the Customer Resolutions Team will contact you directly in order to resolve the complaint and will aim to issue a final response to your complaint within 8 weeks. If we are unable to do this, we will advise you accordingly.

Step 3 – We are always looking to resolve complaints internally however, similar to Step 1, if you remain unhappy after receiving the final response from our Customer Resolutions Team, you can refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent expert who can investigate and resolve outstanding disputes between financial services companies and their customers. The scheme covers various activities, and you have the right to have your complaint investigated by the Ombudsman impartially and independently, free of charge.

The Financial Ombudsman Service will only consider your complaint once we have issued a Summary Resolution Letter or ‘final response’. You have 6 months from the date of our ‘final response’ to take your complaint to the Financial Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The address of the Ombudsman is provided below:

Exchange Tower
E14 9SR
Tel: 0845 080 1800
Website: www.financial-ombudsman.org.uk/
TrustTwo, 1st Floor North
2 Dukes Meadow, Bourne End
Buckinghamshire, SL8 5XF
Phone: 0330 3033 477
Email: [email protected]

We are a member of the Finance & Leasing Association (the "FLA") and we follow the FLA Lending Code. For further information visit www.lendingcode.org.uk.