Complaints Procedure

How do I complain to Telleroo?

You can reach out to us however you like. To make it easier, please find below ways you could make a complaint:

• Phone: Speak to a member of the Customer Operations team on the phone +44 (0) 203 6334 810
• Email: Reach out to us at complaints@telleroo.com
• Post: Send your complaint to Telleroo Limited, St Mary's Court, Amersham, Buckinghamshire, England, HP7 0UT
• Live Chat and In-App Support: Available at telleroo.com or within the web and mobile versions of the Telleroo app

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Telleroo's Customer Operations Team deals with every complaint.

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What happens when I complain?

As soon as we receive your complaint by email, post or phone, we will reply within one business day. From this point on, we aim to resolve the complaint within three business days.

Note on Payment Delays: We know how important it is for your payments to be processed smoothly. Occasionally, a transaction might be paused or delayed for up to four days. This usually happens if there is a discrepancy in the payment details provided, or as part of our routine operational checks. 

Note on Data Accuracy and External Charges: We understand that payment delays can be incredibly frustrating for your business. However, as outlined in our Terms and Conditions, if a payment is delayed or stopped due to the submission of incorrect or incomplete data, we are unable to cover resulting external costs, such as supplier late fees or third-party bank charges. Our team will always do our best to proactively reach out and request the correct information from you so we can get things moving again. To help us process your transactions as smoothly as possible. 

Payment Service Complaint: If your complaint relates to a payment service (like Faster Payments, online transactions, or bank transfers), we aim to send a final response no later than 15 business 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.

Account Closure Complaint: If your complaint is about an account closure, please note that we provide 90 days' notice before an account is terminated (unless legal exceptions apply). When we notify you of the account closure, we will provide a sufficiently detailed and specific explanation to ensure you understand the reasons for our decision. You may submit a formal complaint at any time during these 90 days. We will then review your case and issue a final response within 15 business days.

Data Protection Complaint: If your complaint relates to how we process your personal data, we will handle it in accordance with the Information Commissioner's Office (ICO) guidelines:

• Acknowledge: We will respond within 30 days of receiving the complaint to confirm receipt and give you a clear point of contact.
• Investigate: We will gather all relevant facts and check the details of your complaint against the information we hold to establish what went wrong. In this period, we may reach out for clarification or more information.
• Update: We will provide you with updates in plain, clear language while the investigation is ongoing.
• Respond: Once our investigation is complete, we will send a clear response explaining the outcome, how we reached our conclusion, and any steps we have taken to put things right. We will also maintain comprehensive internal records of your complaint to help us review and improve our services.

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Please note that we may need to verify the identity of the complainant and that, if a third party (such as a family member, solicitor, or non-for-profit organisation) is acting on your behalf, we require a formal authorisation first (such as power of attorney or a signed letter of authority). We are unable to respond to a data protection complaint until we have confirmed the identity of the complainant and/or the authority of their representative. When we reach out to you about this verification, this contact serves as our official acknowledgement of your complaint. 

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What if I'm unhappy with the resolution?

General Service and Payment Service Complaints: If you are unhappy with our final response, or if we have not resolved your complaint within the permitted timeframes, you have the right to refer your complaint to the UK’s Financial Ombudsman Service (FOS). You must do this within 6 months of the date on our final response letter.

You can contact the FOS by mail, using an online form, or by telephone. Further details and how to contact the FOS can be found on the Financial Ombudsman Service website.

For Data Protection Complaints: If you remain dissatisfied with how we have handled a complaint regarding your personal data, you have the right to escalate your complaint directly to the Information Commissioner’s Office (ICO).