Your Customer Rights
Last updated: 1 June 2026
A plain-English summary of your rights as a Trustelle bank customer and how to use them.
Clear product information
You have the right to receive understandable information about account terms, interest rates, fees, repayment schedules, and service limits before agreeing to any product or service.
Complaint handling
You can raise a complaint at no cost through any service channel. We will acknowledge within 2 business days, investigate thoroughly, and respond in writing with our decision.
Data access and correction
You can request a copy of your personal data and ask us to correct any inaccurate records we hold about you, subject to legal and regulatory obligations we are required to maintain.
Account closure rights
You may close your account once outstanding balances, pending obligations, fraud investigations, and loan repayment requirements are resolved. We will not unreasonably delay account closure.
Fraud support
You can report suspected fraud or card misuse at any time through our 24-hour emergency line. We will act promptly to block your card or freeze transactions to limit your exposure.
No discrimination
We are required to provide banking services without discriminating on the basis of gender, religion, ethnicity, disability, or any other protected characteristic. Contact us if you experience differential treatment.
Need to use a right?
Contact our support team — we are required to respond within the timescales above.