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Complaints Policy | Trade Treasury Payments

How to contact us

If you are not satisfied with any aspect of our service and would like us to look into your concerns further, contact us:

• Email at complaints@tradetreasurypayments.com
• Write to our Complaints Officer at TRADE & TRANSACTION FINANCE MEDIA SERVICES LTD: Trade Treasury Payments (TTP), 34-35 Clarges St, London W1J 7EJ

In your communication, please be sure to include the full name of the contact that was in touch with TTP, your business and trading name, a summary of your complaint and the best way to contact you. By receiving this information, we will be able to address your complaint as efficiently as possible.

What happens next?

We will do what we can to respond and resolve your concerns as soon as possible.

If we are unable to resolve your complaint within three business days, we may need to carry out further internal investigations. Where these are required, we will send you a written note within five working days to confirm this, and we will give you the name and contact details of the person who will handle your complaint.

You will receive a final response within 8 weeks of receiving your complaint. In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet in a position to provide a final response and indicate when we will make further contact.

Questions?

If you have any questions about how to make a complaint, please contact us at complaints@tradetreasurypayments.com.

Changes

This policy is effective from 4 March 2025.

We may, from time to time, make changes to this Complaints Policy to reflect any changes to our privacy practices in accordance with changes to legislation, best practice or website enhancements. We will let you know what these changes are by posting them to this page.

Where the changes are significant, we may also choose to email you with the new details and get your consent to make these changes where required by law. It is your responsibility as a user to make sure that you are aware of changes posted on this page, by checking for any changes on a regular basis. Changes posted on this page will become effective as soon as they are posted.