Complaints Procedure
How to raise concerns or complaints
Our Commitment
TrustEvo aims to deliver a clear, fair, and professional introduction service. If something goes wrong, we want to put it right promptly and transparently.
How to Make a Complaint
If you wish to raise a complaint about TrustEvo's service, please email:
Please include:
- Your name and contact details
- A clear description of your complaint
- Relevant dates or supporting information
What Happens Next
- We will acknowledge your complaint within 3 working days
- We aim to provide a full written response within 8 weeks
- If your complaint requires further investigation, we will keep you informed of progress
Adviser-Related Complaints
TrustEvo is an introduction service only.
Complaints relating to financial advice, suitability, or product recommendations must be directed to the FCA-authorised adviser or firm that provided the advice.
Those firms are responsible for handling advice complaints and, where applicable, providing access to the Financial Ombudsman Service.
Escalation
If you remain dissatisfied after receiving our final response, you may raise your concern with the UK Information Commissioner's Office (ICO) if it relates to data protection matters.
TrustEvo is not authorised or regulated by the Financial Conduct Authority and is not covered by the Financial Ombudsman Service for complaints about our introduction services.