About Consumer Duty
At Zeller UK, delivering positive customer outcomes is central to how we operate.
As a firm authorised by the Financial Conduct Authority (FCA), we are committed to meeting the standards set under the FCA’s Consumer Duty. This means acting in good faith, avoiding foreseeable harm, and delivering fair value and positive outcomes for our customers.
This page explains how we put that commitment into practice.
What This Means in Practice
Transparent pricing and communications
We keep our pricing transparent and our communications straightforward, so you can make informed decisions without hidden surprises.
You won't find hidden fees or unexpected charges — everything is laid out clearly on our Pricing Page and Zeller Shop.
All our promotions have clear terms and conditions, if you have any questions or concerns, please contact our team and we will be happy to help.
Ongoing review and improvement
We regularly review customer feedback, support queries and complaint trends to identify common issues and areas where we can improve.
Where we see recurring issues, we take action.
If something isn't working well for your business, we want to know. You can raise a formal complaint through our complaints process, and we'll handle it promptly and fairly.
Fast, responsive support
Our Customer Success team is available 24 hours a day, 7 days a week - by phone, email or SMS.
We aim to respond to all queries quickly and we empower our support team to resolve issues efficiently and fairly, without passing you around unnecessarily.
Support for customers in vulnerable circumstances
We know that personal or business circumstances can change — whether that's financial difficulty, health challenges, or other pressures. If you're going through a difficult time and need extra support, please let us know. Our team is trained to help, and anything you share with us is handled sensitively and confidentially. Learn more here.
Our Commitment
Consumer Duty is not a one-off exercise. We continuously review our products, communications and support processes to ensure we are delivering good outcomes for UK businesses.
If you have feedback about your experience with Zeller UK, our Customer Success team is here to help:
Phone: 0800 917 9206
SMS: +44 7507 226393
Email: support@myzeller.com
Online support: www.myzeller.com/gb/support
