How to make a Complaint?

Please contact us through the following Email: complaints@telco.in 

If you have a query or need information on Telcoin’s product and services please reach out to the Support Desk via our Support Form - https://www.telco.in/support 

Telcoin, in its complaints handling disclosure to customers, shall also disclose to customers how they can request a written summary of how Telcoin receives and handles complaints. 

We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail we'll send you a response within 5 working days. This will explain: 

How your Complaint will be dealt with. 

We always aim to respond to your complaints as soon as possible. However, depending on the type of query, this can occasionally take longer. We will acknowledge your complaint within 1 business day and will decide on its admissibility within 10 working days of receipt. Telcoin aims to resolve all complaints as quickly as possible and resolve them within 10 business days. If, due to circumstances beyond our control, a response cannot be provided within 10 business days, a provisional response will be sent, explaining the delay and specifying the date for the final response. The final response should be sent no later than 60 calendar days after the complaint is received.

If we are able to resolve things straight away and to your satisfaction, we will send you written confirmation. 

Complaint Handling Principles 

When looking at a customer complaint, we endeavor to always adopt the following principles: 

• We work hard to always keep an objective perspective in reviewing the complaint, for example, we try to put ourselves in the shoes of the customer.
• We strive to extract the accurate facts of the situation and investigate further should more facts be needed to adequately handle and respond to the complaint.
• Our policy is to assess the reasons for the complaint fairly.
• Our review is proportionate and resolved at the earliest reasonably practicable opportunity.
• We communicate our outcome to the customer trying to be as clear as possible in explaining the reason for our decision.