Zeller UK Limited
Customer Complaints Code of Practice
Effective from: April 2026
Contents
1. About Us
Zeller UK Limited is a card payment terminal provider and Electronic Money Institution (EMI) authorised and regulated by the Financial Conduct Authority (FCA). We also provide mobile connectivity services in connection with our card payment terminals.
Our company registration number is 15853687 and our registered address is 5th Floor One New Change, London, United Kingdom, EC4M 9AF.
We are committed to providing an excellent service to all our customers. However, we recognise that sometimes things can go wrong. This Complaints Code of Practice explains how you can make a complaint, how we will handle it, and how you can take your complaint further if you remain dissatisfied.
2. How to Make a Complaint
If you are unhappy with any part of our service, please let us know as soon as possible. You can make a complaint using any of the following methods:
3. Accessibility
We want to make sure that all customers can make and progress a complaint, including customers with disabilities and those who may be in vulnerable circumstances. Our complaints procedures are designed to be accessible, and we will make reasonable adjustments to assist you.
On request, we can provide this Complaints Code free of charge in the following formats:
Large print
Electronic format suitable to your reasonable needs
Please contact us using the details above to request an alternative format.
4. How We Will Handle Your Complaint
Once we receive your complaint, we will:
Acknowledge your complaint promptly and confirm the process we will follow to investigate it.
Provide you with an indicative timeframe within which we will endeavour to investigate and resolve the matter.
Take active steps to resolve your complaint to your satisfaction as quickly as possible.
Keep you informed of progress throughout our investigation.
Inform you of the outcome of our investigation promptly
Our resolution targets
The timeframe in which we aim to resolve your complaint depends on the type of service your complaint relates to:
When we tell you the outcome
When we inform you of the outcome of our investigation, we will also:
Tell you where to find this Complaints Code on our website.
Provide you with the contact details of the relevant Alternative Dispute Resolution (ADR) scheme (see Taking Your Complaint Further).
Let you know that if you do not tell us within 28 days that you consider the complaint unresolved, we may reasonably consider it resolved.
If you would like a written record of our response, please let us know and we will provide one.
5. When a Complaint Is Considered Resolved
We will treat your complaint as closed if:
You have expressly told us that the complaint has been resolved to your satisfaction; or
We have informed you of the outcome of our investigation (in accordance with How We Will Handle Your Complaint above) and you have not contacted us within 28 days to tell us that you consider the complaint remains unresolved.
6. Taking your complaint further
If we are unable to resolve your complaint to your satisfaction, you have the right to refer it to an independent Alternative Dispute Resolution (ADR) scheme, free of charge:
You may refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), which is an independent ADR scheme approved by Ofcom.
You can access CISAS in the following circumstances:
At any time, if we have issued you with a “deadlock” letter confirming that we are unable to resolve your complaint; or
After 6 weeks have passed since you first made your complaint to us, if the complaint remains unresolved.
7. Closing a complaint
We will only close a complaint where:
The complaint has been resolved in accordance with Section 6 above;
We have issued you with a deadlock letter (in which case you may refer your complaint to the relevant ADR scheme); or
It is reasonable for us to consider the complaint to be frivolous or vexatious.
8. How We Keep Records
We maintain detailed records of all complaints received, including the date, nature and method of each complaint, all communications relating to it, and the date of resolution or closure. These records are retained for at least 3 years after the complaint is received or otherwise closed, and are available to support effective compliance monitoring by our regulators.
9. Staff Awareness and Training
All staff who communicate with customers are trained on how to identify a complaint. All staff who handle complaints are fully informed of this Complaints Code and understand the procedures set out within it. Our staff know where and how to access this Code on our website.
10. How to Find This Code
This Complaints Code is available:
On our website at http://www.myzeller.com/gb
Free of charge in hard copy upon reasonable request.
In accessible formats (large print or electronic) upon request, free of charge, for customers who are blind or visually impaired.
11. Information on Your Bill
Where we issue bills to you (other than by SMS), we will include information about your right to take unresolved complaints to the relevant ADR scheme. This will include the name and contact details of the ADR scheme, confirmation that it is independent of us and free for you to use, and an explanation that the ADR scheme can normally only be accessed after 6 weeks have passed since you first made your complaint to us (for connectivity complaints) or after 8 weeks (for payment services complaints), unless we have issued you with a deadlock letter earlier.
12. Changes to This Code
We will keep this Complaints Code up to date. Any changes will be published on our website. We recommend that you check our website periodically for the latest version.