Tello Customer Code of Practice

Tello is a mobile virtual network operator that operates in the UK.

The Customer Service team at Tello is committed to ensuring the fair & timely resolution of customer complaints. This commitment is supported by this published and visible Code of Practice which can guide both the customer and Tello in the handling of a customer complaint.

This Code of Practice is intended to provide customers with transparency on how Tello will deal with a complaint, and to make customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Tello will apply in the handling of a customer complaint.

Changes to the Code

Changes to Tello's Code of Practice will be made in accordance with any regulatory requirements issued by the Office of Communications (Ofcom). This Code of Practice, and any changes, will be published on Tello's website.

Making a Complaint

There are several ways for you to make a complaint if you are not satisfied with the service provided by Tello. It is the intention of Tello to resolve a customer complaint, where possible, during your first point of contact with Tello. Where a complaint cannot be resolved in this way, you will be advised of a timescale for the investigation and resolution of your complaint by Tello, and afforded the opportunity to escalate the complaint within Tello if you still are not satisfied with the resolution. The different ways you can make a complaint about the service provided by Tello are described below:

By Phone

From UK

Dial 32100 from any Tello pre-paid SIM Account. Phone call is free.

or

Dial 02035147110 from any other phone. Local charges will apply.

From Abroad

Dial from any phone. International charges will apply.

Our Customer Service lines are open 24/7.

By Email

Complete the email form at

or

Email us at customerservice@tello.co.uk

Complaint Stages

Complaint Stages

The following are the stages in the customer complaint handling process followed by Tello:

  1. Receipt of the customer complaint
  2. Acknowledgement of the customer complaint
  3. Investigation of the customer complaint
  4. Notification of resolution of the customer complaint
  5. Internal escalation of the customer complaint (where necessary)

Timescale

It is the intention of Tello to resolve a customer complaint, where possible, during customer's first point of contact with Tello. Where a complaint cannot be resolved in this way, customer will be advised of a timescale for the investigation and resolution of your complaint by Tello, and afforded the opportunity to escalate the complaint within Tello if customer still is not satisfied with the resolution.

Target Response Times

Our target is to respond to every email within 1 hour of receipt and also update the customer at least once per 2 working days while an investigation is underway unless we have already advised an estimated time of resolution on receiving the complaint initially.

Target Resolution Times

Tello will endeavour to resolve a customer complaint as soon as possible and no longer than 10 working days. If we have not been able to resolve the issue within 8 weeks, the ombudsman can review your complaint. Unless there is a deadlock situation, the ombudsman will not look at cases that are less than 8 weeks old.

Complaint Tracking

Tello will ensure that all customer complaints can be easily tracked to ensure traceability of all actions taken regarding a specific customer complaint. Our Customer Service team will assign to your complaint a unique case number. When making a complaint, Tello will advise you of the case number. Customers are advised to refer to their case number in all communications with the Customer Service team.

Records Retention

Details of a customer complaint will be retained for a minimum of six (6) months following the resolution of the complaint.

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