Compliants Procedure

What is a complaint?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and will resolve most complaints within three business days.

When making a complaint, please outline the following information:

- The nature of your complaint
- The impact on your business
- Your contact details
- Any additional information


How do I complain?

There are three ways you can make a complaint:

Speak to a member of the Customer Operations team on the phone: +44 (0) 203 6334 810

Email: complaints@telleroo.com

Send your complaint to:
Telleroo
86-90 Paul Street,
London
EC2A 4NE

Every complaint is dealt with by Telleroo's Customer Operations Team.


What happens when I complain?

As soon as we receive your complaint by email, post or phone will will reply within 1 working day that we've received it. From this point on we aim to resolve the complaint within three business days.

If your complaint is about a payment service (like faster payments, online transactions, or bank transfers), we aim to send a final response within 15 working days after receiving your complaint. If we expect the process to take longer than 15 days, we’ll get in touch to let you know why the issue hasn’t been fixed yet, and when we’ll be in touch again. Almost all complaints about payment services are resolved within 35 business days, unless there are exceptional circumstances.

What if I'm unhappy with the resolution?

If, for whatever reason, you are unhappy with our response, you can contact the UK’s Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.