Complaints

If something has gone wrong, tell us.

We take every complaint seriously. Tell us what happened and a member of the Thelonious team will pick it up personally — not a ticket queue, not an automated reply.

What happens next

  1. 01
    On receipt
    We acknowledge it.

    You’ll receive confirmation as soon as your complaint reaches us.

  2. 02
    Within 24 hours
    We contact you personally.

    A named member of our team will be in touch to understand the issue and what you need from us.

  3. 03
    Our aim: 24 hours
    We put it right.

    We aim to resolve every complaint within 24 hours. If yours needs longer, we’ll tell you why and keep you updated until it’s closed.

About your personal data? If your complaint concerns how we handle personal information, our Privacy Policy sets out your rights and how to exercise them.

Thelonious Complaint Form

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