Zeller UK Limited (‘Zeller UK’) Consumer Duty Policy

At Zeller UK, delivering positive customer outcomes is central to how we operate.

As a firm authorised by the Financial Conduct Authority, we are committed to meeting the standards set under Consumer Duty. This means acting in good faith, avoiding foreseeable harm, and delivering fair value and positive outcomes for our customers.

Clear products and pricing

We aim to keep our pricing transparent and our communications straightforward, so customers can make informed decisions without hidden surprises.

Please see the Zeller Pricing page for full details on our fees, and visit the Zeller Shop to view hardware pricing.

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 review customer feedback, contact reasons and complaint trends every month to identify common issues and areas where we can improve.

Where we see recurring issues, we take action.

To ensure our customers are getting the best support from our team and the best experience from Zeller, we implemented a clear process for customers who wish to make a formal complaint.

You can learn more about how Zeller UK handles complaints here.

Fast, responsive support

Our Customer Success team is available 24 hours a day, 7 days a week.

We aim to respond to all queries quickly and we empower our support team to resolve issues efficiently and fairly.

Support for vulnerable customers

We understand that circumstances can change. Our teams are trained to identify and support customers who may need additional help, and we handle disclosures with care and confidentiality. You can learn more about this in our dedicated article here.

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