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.

The timeframe for our final response depends on the type of complaint

Complaints about payment or e-money services:

This includes complaints relating to payment transactions or Zeller Transaction Accounts.

We’ll aim to provide a final response within 15 business days of receiving your complaint.

In exceptional circumstances, this may be extended to a maximum of 35 business days. If this happens, we’ll explain the reason for the delay and let you know when you can expect our final response.

Complaints about SIM or connectivity services:

This includes complaints relating to Zeller SIM cards, mobile data connectivity, or terminal network connection services.

We’ll aim to resolve your complaint as quickly as possible.

If we’re unable to resolve your complaint within 6 weeks, or if we issue you with a deadlock letter confirming that we’re unable to resolve the complaint, you may refer the matter to the Communications and Internet Services Adjudication Scheme (CISAS).

All other complaints:

For all other complaints, including complaints relating to card terminals or general service issues, we’ll aim to issue a final response within 8 weeks of receiving your complaint.

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?

Complaints about payment or e-money services:

If you’re not satisfied with our final response, or if it’s been more than:

35 business days since you raised a payment or e-money complaint with us; or
8 weeks since you raised any other 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

Complaints about SIM or connectivity services:

If your complaint relates to SIM or connectivity services and remains unresolved after 6 weeks, or if we issue you with a deadlock letter, you may refer your complaint to CISAS.

CISAS is an independent alternative dispute resolution service approved by Ofcom, and its service is free for customers to use.

How to contact CISAS

Website: www.cedr.com/consumer/cisas

Email: cisas@cedr.com

Phone: 020 7520 3814 (Monday to Friday, 9am to 5pm)

By post:

CISAS
CEDR
100 St Paul’s Churchyard
London
EC4M 8BU

Questions

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