Should you feel that you are not satisfied with the service provided, please contact our CS Team via our web form.
Include a description of the incident and allow the team up to 5 business days for a first response.
What happens when I make a complaint?
Depending on the complexity of the issue, resolution time can take up to 6 weeks. However, we will update you via your raised ticket at every point of progress made on the investigation into your issue.
The member of the Zilch team dealing with your ticket may ask for further documentation in order to assist in the investigation and resolution. Should the CS Team not be able to resolve the issue within 5 business days of the first response, it will be escalated to the CS Manager for further investigation.
Our Final Response? We will endeavor to give a final response within 5 weeks of the initial complaint. If after a final response, a satisfactory resolution is still not met you may escalate the issue further to the Compliance Manager at firstname.lastname@example.org