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How do I make a complaint?

Please tell us about your complaint by emailing us on complaints@thrfyt.gi.

Alternatively, you can call us on +350 54048228, Monday to Friday 10am to 2pm. Our advisors should be able to clear up any problems you have or escalate the complaint for you.

If you are not satisfied with our response you may subsequently be entitled to complain directly to the Gibraltar Financial Services Commission at Consumer Credit Team, Suite 3 Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar with telephone number 200 40283 or by email at ccacomplaints@fsc.gi. The Gibraltar Financial Services Commission will aim to ensure that all complaints are investigated and handled within 8 weeks. Should your complaint be rejected, the Gibraltar Financial Services Commission will write to you with the reasons for rejecting your complaint, in which case you may start proceedings via the Supreme Court of Gibraltar.

You may also raise a complaint with the Office of Fair Trading at Suite 975, Europort with telephone number 20071700 or by email at oft@gibraltar.gov.gi.

A further alternative to raise a complaint is the European Commission's Online Dispute Resolution portal (https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=EN).

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Have other questions?

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