We strive to always do right by our customers, treat everyone fairly and be as clear as possible. But if you do have a complaint, please let us know right away.
Making a complaint
If you feel dissatisfied with any aspect of our service, then in the first instance please contact Trezeo so that we have the opportunity to make it right and learn from any mistakes. You can contact us at firstname.lastname@example.org or send a letter to:
101 Finsbury Pavement
London, EC2A 1RS
We take all complaints seriously. We will ensure you are treated fairly and that your complaint is dealt with as soon as possible.
What's the process?
Our Customer Services team will conduct an investigation of your complaint and will provide a written response to you within three (3) business days. In some instances, we may escalate the complaint to the Complaints Officer at PayrNet Ltd, which is our payment partner.
Financial Ombudsman Service (FOS)
If we are unable to resolve your complaint to your satisfaction within eight (8) weeks, and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. They may be contacted at:
Financial Ombudsman Service
London, E14 9SR
0207 964 1000 (switchboard)
0300 4567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)