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Here at Trust Payments, we value all feedback as it allows us to improve our products and services for our customers, and we want to know if you think that we could have served you better.

This page explains how you can contact us to raise a complaint, and how we will work with you to resolve it.

Trust Payments are committed to dealing with all complaints impartially and in a consistent and fair manner. In support of this, we have established a clear and concise procedure to ensure your complaint is managed promptly and effectively.

Your first point of contact should be with our Customer Support team, who will endeavour to resolve your complaint as soon as possible. Should this not be immediate, the dedicated team will manage your complaint with the relevant department and personnel until resolution.

What will we do:

Every complaint is assessed on its own merit, however, we will, as a minimum:

  • Listen and understand
  • Acknowledge your complaint promptly
  • Ensure it receives the appropriately skilled and experienced attention
  • Keep you Informed throughout

We genuinely want our customers to be happy and hope we can always resolve your concerns. So, if you do have ideas on how we can improve our services, do let us know.

Our full and Final Response will be provided to you in writing. In the event that you are not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge within 6 months at:  

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567/Website:

Get in touch

Phone: +44 (0)333 240 6000

Security statement

Security is our top priority at Trust Payments and we strive to ensure that all data is kept secure at all times We keep all customer data safe with AES256 encryption, SSL Certificates, and a minimum of TLS1.2, between your website and our datacentres.

Our systems are scanned quarterly using the Qualys PCI Platform, an independent Qualified Security Assessor (QSA) and approved vendors – Omnicybersecurity (UK) & Forgenix (US) – to ensure compliance with the security requirements of the card schemes.

We follow a number of rigorous security procedures on a daily basis including, but not limited to, continuous monitoring of our perimeter, dark web monitoring, and internal checks to ensure that CIA triad is maintained at all times.