Complaints procedure

This procedure covers complaints about the Elmetry console, API and website, check results, billing and top-ups, account decisions such as a suspension, and how our staff have dealt with you. It is run by ECTELECO CARRIER MOBILE LIMITED, trading as Elmetry.

A routine support request, such as a question or a fault you want fixed, is not a complaint: write to [email protected] and we will handle it as support. If you are unhappy with how a support request was handled, you can make it a complaint at any time by saying so.

Complaints about how we handle personal data follow the same steps, but have their own route to the regulator (section 5).

Email

[email protected]

Post

Complaints, ECTELECO CARRIER MOBILE LIMITED, Tenace, 106-2 Regus Atterbury Lakes, Fairbourne Drive, Atterbury, Milton Keynes, Buckinghamshire MK10 9RG, United Kingdom

Data protection

[email protected]

Please put "Complaint" in the subject line and tell us:

• your company name and the email address of the account concerned;
• what went wrong and when, with any batch IDs, check IDs, payment or transaction IDs, or error messages;
• what you would like us to do to put it right.

If you need us to communicate in a different way because of a disability, tell us and we will make reasonable adjustments.

• Acknowledgement: we confirm we have received your complaint within 2 business days, and tell you who is handling it.
• Investigation: someone who was not involved in the matter looks into it, and may ask you for more information.
• Final response: we aim to resolve most complaints within 10 business days, and to send you a written final response, setting out what we found and what we will do, within 8 weeks of receiving the complaint. If a complaint needs longer, we tell you before the 8 weeks are up why, and when to expect the final response; you can then escalate it straight away (section 4) rather than wait.
• Putting it right: where we got something wrong, we will say so and correct it, for example by fixing the fault, re-running or refunding checks, or correcting your balance, in line with the Terms of Service.

Business days are Monday to Friday, excluding bank holidays in England.

If you are unhappy with our final response, or have not had one within 8 weeks, reply to it or write to [email protected] asking for the complaint to be escalated. A director of ECTELECO CARRIER MOBILE LIMITED will review it and reply in writing within 20 business days. This is the last stage of our internal procedure.

Using this procedure does not affect your rights under the Terms of Service or the law, including your right to go to court. Disputes are governed by the law of England and Wales, as the Terms of Service set out.

For a complaint about how we handle personal data, write to [email protected]; we follow the same timescales. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113. We would appreciate the chance to put things right first. Your rights are set out in our privacy notice.

Version

2026-10

Effective date

1 October 2026

Terms of Service

2026-11

Acceptable Use Policy

2026-10

Privacy Notice

2026-11

Data Processing Agreement

2026-11

Sub-processors

2026-10

Accessibility Statement

2026-10