Complaints procedure

How to complain

You can complain in whichever way suits you:

• by phone on 07768 972861
• by email to jeremy@trustedequityrelease.co.uk
• by post to Pellucid Ltd, 30 Old Market, Wisbech, Cambridgeshire PE13 1NB

Please tell me your name, how to contact you, what went wrong and what you would like me to do to put it right. A family member or someone you trust can complain on your behalf, with your permission.

What happens next

• If I can resolve your complaint by the end of the third working day after I receive it, I will write to confirm that it is resolved and explain your right to refer it to the Financial Ombudsman Service.
• Otherwise, I will acknowledge your complaint in writing within five working days, look into it fully and keep you informed.
• Within eight weeks I will send you my final response. If I cannot, I will write to explain why, tell you when I expect to reply, and let you know that you can refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

If you are not happy with my final response, or eight weeks have passed without one, you can ask the Financial Ombudsman Service to look at your complaint. The service is free. You will usually need to contact it within six months of the date of my final response.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

About Trusted Equity Release

Trusted Equity Release is a trading name of Pellucid Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 981845). You can check this on the Financial Services Register.

Last updated: 21 September 2026