Had an issue with Perpetual Trustees? Get a real response.
How to submit a complaint with Perpetual Trustees
With Perpetual Trustees, complaints move better when the route is right, the issue is named early, and the remedy request is concrete.
- Start in the right place: Use their support or complaints team, app, or account channel for Perpetual Trustees so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction records, statements, screenshots, and emails and explain what went wrong with the payment, account, fee, lending, or platform issue.
- Name the complaint theme: Say if the issue is about their customer service response times so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a refund, reversal, account fix, fee adjustment, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
The first response from Perpetual Trustees often turns on how clearly the issue and evidence were set out when the complaint was lodged.
- Acknowledgement: You should get a case number, email, or some written sign that Perpetual Trustees has logged the complaint.
- Review: The business will usually look at account details, transaction records, statements, screenshots, and emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Perpetual Trustees found and whether it will offer a refund, reversal, account fix, fee adjustment, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Perpetual Trustees
The complaint themes most likely to matter for Perpetual Trustees are below. Use the one that best matches your issue.
- Their customer service response times: Slow replies, handballs between teams, or support that misses the actual problem.
Perpetual Trustees complaints submitted through Ajust
Escalation is strongest when you keep the same written history and the same unresolved point in front of Perpetual Trustees.
- Escalate internally first: Ask Perpetual Trustees to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA or the relevant financial complaints body after the provider's internal process.
When the internal process at Perpetual Trustees stalls or misses the point, the next step is usually an external complaints or regulator route.
- Main external path: AFCA or the relevant financial complaints body after the provider's internal process
- Why this route matters: Use the product-specific external body if the business sits in a specialist financial niche.
- Before you escalate: Keep your full Perpetual Trustees complaint trail together, including receipts, screenshots, emails, and any written responses.
We could not confirm a stronger public complaint route for Perpetual Trustees, so start with their support or complaints team, app, or account channel and ask for the complaint to be logged in writing.
Perpetual Trustees Complaints FAQs
What is the best complaint route for Perpetual Trustees?
The best starting point is usually their support or complaints team, app, or account channel. Use the route that already owns the service record or account history.
What does the complaint process usually look like with Perpetual Trustees?
Expect Perpetual Trustees to review the records, ask for more detail if needed, and then issue a written position or proposed fix.
What are the most common complaints about Perpetual Trustees?
The common pressure points are their customer service response times. A complaint that is specific about the theme tends to be easier to escalate.
What is the external complaint path if Perpetual Trustees does not resolve it?
If the internal process is exhausted or stalled, the next practical step is usually AFCA or the relevant financial complaints body after the provider's internal process.
You’ve done your part, now it’s time to hold Perpetual Trustees accountable.
Take the final step and submit a complaint that gets seen and responded to.