Overview

At Trumia we are dedicated to delivering exceptional service and care to our customers. We view feedback and complaints as vital in refining our customer experience and for delivering customer excellence. If you have a complaint, please follow the steps outlined below to inform us, and we will make every effort to address your concerns promptly.

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1. How to Submit a Complaint?

If you are unsatisfied with our products or services, you are encouraged to file a complaint in writing via the Trumia Platform or by emailing us on complaints@trumia.com
‍When submitting your complaint, please provide a detailed account of the issue encountered and include any relevant documents or evidence supporting your compliant. This will help us to understand and address your complaint efficiently. We will acknowledge receipt of your complaint via email within two working days.

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2. Processing Your Complaint

Our team will conduct a thorough investigation into your concerns. Our aim is to resolve complaints swiftly, providing you with a conclusive response within fifteen (15) working days from the receipt of your complaint. If we anticipate any delays, we will inform you of the reasons and provide an updated timeline for resolving your complaint.

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3. Escalation Procedures

Should you remain dissatisfied with the resolution provided:

Consumers: may contact the Office of the Arbiter for Financial Services on 80072366 or 21249245. Further details about the set-up, including information about the Arbiter’s complaint procedure are accessible from the following portal Office of the Financial Services Arbiter website.

Businesses: may contact the Central Bank of Malta on regulation@centralbankmalta.org.