How Do I Raise a Complaint?

If you have a complaint, we really want to hear from you so we can put it right.

Let us know about the issue you’d like to complain about

We recommend getting in touch with us as soon as possible and letting us know what’s gone wrong. Our support team will log your complaint and try to resolve the issue straight away, where possible.

You can raise a complaint:

By calling us on 0800 917 9206
By emailing us at complaints@myzeller.com

Accessibility

If you have specific communication needs, please let us know and we’ll do our best to support you.

If we can’t resolve it straight away

If we’re unable to resolve your complaint immediately, it will be escalated for further investigation.

If your complaint isn’t resolved within 3 working days, it will be passed to our leadership team for an independent investigation. We’ll let you know when the investigation starts and may contact you to request additional information.

We’ll inform you of the outcome

We always aim to investigate complaints as quickly as possible. However, please note that we have up to 8 weeks to issue our final response.

In our final response, we’ll let you know:

Whether your complaint has been upheld or not
The reasons for our decision
Any steps we’ve taken, including any redress we may offer to resolve the issue

What if you’re unhappy with our response?

If you’re not satisfied with our final response, or if it’s been more than 8 weeks since you raised your complaint with us, you can ask the Financial Ombudsman Service (FOS) to investigate the complaint on your behalf.

The FOS is an independent service and their investigation is free of charge. You must contact them within 6 months of the date of our final response.

How to contact the Financial Ombudsman Service

Website: Financial Ombudsman Service: our homepage

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567 or 0300 123 9123

By post:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Questions

If you have any questions about our complaints process, please contact us at support@myzeller.com