Customer Complaints
Tell us if you are unhappy with our service, communication or the way we handled your transaction. We will review your concern fairly and without charge
1. How to make a complaint
Use the complaint form on this page, email complaints@trustin.ae, call our customer support team, or write to TrustIn Limited, Office 512, Level 11, Al Sarab Tower, ADGM Square, Al Maryah Island, Abu Dhabi, UAE. Tell us what happened, when it happened, your transaction or escrow ID if you have one, and the outcome you are seeking. You may ask us to help record a telephone complaint; you do not have to put it in writing first.
2. What happens next
We record it :
We log your concern and give it a unique complaint reference.
We acknowledge it:
We aim to write to you within one business day. In any event, written acknowledgement is sent within seven calendar days. It identifies your handler and how to contact them.
We investigat:
An appropriately independent person reviews the relevant records and may ask you for more information. We aim to complete the investigation within five business days.
We respond:
We aim to issue a written decision within 15 business days of receiving the complaint, explaining the outcome, reasons and any action or remedy. The maximum is 60 calendar days.
We keep you updated:
If it remains unresolved at 15 business days, we provide an update and then update you every 10 business days. We send a written update at 30 calendar days. If more time is needed, we explain why and give a revised date before the current deadline.
3. If you disagree with our decision
You can request an internal review by someone who was not involved in the first decision. We acknowledge that request within two business days and aim to give the review outcome within 15 business days. You may also contact the ADGM Financial Services Regulatory Authority (FSRA) directly; you do not need to complete our internal review first.
4. Complaints and transaction disputes
A complaint is about TrustIn’s service or conduct. A disagreement between buyer and seller about their underlying transaction is handled as a dispute under the escrow terms. If your concern includes both, we handle and track each separately; the complaint timeframes continue to run.
Our full Complaints Handling Procedure is available free of charge on request. A shorter regulatory response period, where applicable to a payment services complaint, takes priority.