Complaints Policy
Last updated: 21 October 2026
1. Our commitment
Teido (UK) Limited ("Teido") wants to know if you are unhappy with any aspect of our Website, our communications or how we have handled your personal data. We will treat your complaint fairly, promptly and confidentially.
2. How to complain
- Online: use the complaints form on our Contacts page;
- Email: complaints@teido.com;
Please give your name, contact details, a description of the issue, the date it happened, anyone you dealt with, and the outcome you would like. If you need help making a complaint, or need us to make reasonable adjustments, please let us know.
3. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and tell you who is handling it. | Within 10 business days (and in any case within 30 days for data protection complaints) |
| Investigation | We look into the matter, which may include speaking to the people involved and reviewing records. We keep you informed of progress. | Ongoing |
| Response | We write to you with the outcome, our reasons and any action we will take. | Aim: within 8 weeks. If we need longer, we will explain why and give a new date. |
| Review | If you are not satisfied, you can ask for the complaint to be reviewed by a senior manager not previously involved. | Within 12 weeks of your request |
4. Data protection complaints
If your complaint is about how we have used your personal data, we will acknowledge it within 30 days of receiving it, make appropriate enquiries, keep you informed of progress and tell you the outcome without undue delay. You also have the right to complain to the Information Commissioner’s Office at www.ico.org.uk or on 0303 123 1113.
5. Complaints about regulated payment services
If your complaint concerns a regulated payment service provided by a third-party provider, we will pass it to that provider promptly (with your agreement where needed) and tell you that we have done so. The provider will handle it under its own complaints procedure, which may give you the right to refer the complaint to the Financial Ombudsman Service.
6. Records
We keep records of complaints and how they were resolved, in line with our Privacy Notice, and use them to improve our services.