1. Introduction
This procedure explains how concerns or complaints relating to TrustIn's services can be submitted, investigated, resolved and, where appropriate, escalated.
2. Who can submit a complaint?
Any client or person who uses, or has sought to use, TrustIn's services may complain. This includes parties connected with an escrow arrangement or transaction administered by TrustIn, such as account holders, buyers, sellers, beneficiaries and other eligible service users.
3. What can you complain about?
- Administration of an escrow arrangement
- Receipt, safeguarding or reconciliation of funds
- Release or refund of funds
- Delays in instructions, payments or requests
- Quality of service
- Communication or transparency concerns
- Failure to follow an agreement, policy or procedure
- Conduct of an employee or representative
- Actual or potential conflict of interest
- Any other matter about TrustIn's services or systems
A complaint concerns TrustIn's service, conduct or communication. A dispute concerns the underlying buyer–seller transaction, such as the condition of goods or whether fund-release conditions have been met. Disputes must be raised through the TrustIn platform or Customer Support within 10 business days of identifying the issue. If both apply, tell us and we will handle each under the appropriate process.
4. How to submit a complaint
If you need help submitting your complaint, contact us through any channel above.
5. Information to include
- Full name and contact details
- Client or transaction reference
- Escrow account or agreement reference
- Clear description of the issue
- Date or period of the issue
- Details of persons involved
- Supporting correspondence or documents
- Previous attempts to resolve the issue
- Outcome or resolution you seek
We will still consider your complaint if some information is unavailable and may contact you for clarification.
6. Complaint-handling timeframes
If a final response cannot be provided within 60 days, we will explain the delay, update you on the investigation and advise you of available escalation options.
7. What happens after submission?
We may request further information. Where reasonably practicable, the investigator will not have been involved in the activity or conduct complained about.
8. Our final response
Your written outcome will include
- A summary of your complaint
- The investigation outcome
- Reasons for our decision
- Corrective action or redress, where applicable
- Available escalation options
Accepted redress will be implemented promptly.
9. Senior management and conflicts of interest
Independent and impartial review
If the complaint concerns senior management, the usual complaints handler or anyone involved in the underlying matter, it will be referred to an appropriately independent senior person, Board member or Board committee. The subject of the complaint cannot investigate it or approve the final response. Where sufficient internal independence is unavailable, TrustIn may appoint a qualified external person.
10. Another financial institution
If another authorised person or regulated financial institution is wholly or partly responsible, we may propose referring the relevant part to it. We will obtain your written consent first and continue handling the part for which TrustIn remains responsible.
11. Fees
No fees or charges apply to submitting or handling a complaint.
12. If you are not satisfied
You may request a further internal review by senior management or another appropriately independent person. Explain why you disagree and include any additional information.
See the FSRA Complaints page for guidance. FSRA acceptance does not necessarily mean it will adjudicate a private contractual dispute or award compensation.
13. Confidentiality and data protection
Complaints are handled confidentially and personal information is processed under applicable ADGM data protection requirements. Information is shared only with those who need it for investigation, resolution, legal or regulatory purposes. TrustIn may disclose information to the FSRA, another competent authority, law enforcement, an auditor or professional adviser where permitted or required by law.
14. Availability
A copy of this Complaints Handling Procedure is available free of charge upon request.
15. Contact us
Office 512, Level 11, Al Sarab Tower, ADGM Square
Al Maryah Island, Abu Dhabi, United Arab Emirates
Email: complaints@trustin.ae ·
Telephone: +971 2 8124108
