Last reviewed: May 2026.
We want every interaction with Telos to feel considered, but we also know that things will sometimes go wrong. When they do, we want to hear about it and we want the chance to put it right. This policy sets out how to raise a complaint, what you can expect from us and where you can take a complaint that we cannot resolve between us.
1. What this policy covers
It covers complaints about anything we sell or do: an order that is late or wrong; a product fault; how we have communicated with you; how we have handled your personal data; an experience at our atelier; or the content of an article in the Telos Journal. Editorial complaints have a separate route in our Editorial Policy but you can also raise them here.
2. Before you raise a formal complaint
Many issues can be resolved with a quick phone call or email to our customer-care team. You can reach them on +44 7383 567 839 or support@teloswellness.co.uk (09:00–18:00 GMT, Monday–Friday). Please give your order number where you have one, a clear description of what went wrong and what you would like us to do.
3. How to raise a formal complaint
If a quick conversation has not resolved the issue, you can raise a formal complaint by:
- Email to complaints@teloswellness.co.uk with the subject line “Complaint”;
- Letter addressed to: Operations Director, Telos Studio Ltd, The Old Mill, High Street, Stow-on-the-Wold, Gloucestershire, GL54 1BB; or
- Telephone on +44 7383 567 839, asking to speak to a manager.
Please include: your name and a reliable way to reach you; your order number where relevant; a clear description of what happened, with dates; copies of any documents or photographs that support what you are saying; and what you would like us to do to put it right.
4. What you can expect
Our service standards are:
- Acknowledgement within three working days. We will write to confirm we have received your complaint, give you the name and contact details of the person handling it and, where possible, a target date for our full response.
- Full written response within 14 working days. Our response will set out what we have looked at, what we have found and what we will do (or why we cannot do what you have asked). Where a complaint is genuinely complex we may need longer; we will tell you within the first 14 working days if that is the case and agree a revised timetable.
- Escalation to a Director. If you are not satisfied with our first response, you can ask for the complaint to be reviewed by a Director. The review is independent of the original handler and will be completed within a further 14 working days. The Director’s decision is our final position.
5. Faulty goods
If a product is faulty or not as described, your statutory rights under the Consumer Rights Act 2015 apply. In summary: in the first 30 days you have the short-term right to reject and a full refund; from 31 days to six months we have one chance to repair or replace and, if that fails, a refund; after six months we may take longer to investigate and the rules around proof shift, but we are still bound by the six-year long-stop in England and Wales. Our procedure is set out in the Refund Policy.
6. Personal data complaints
If your complaint is about how we have used your personal data, we will deal with it under our Privacy Policy and respond within one calendar month. You also have the right to refer the matter to the Information Commissioner’s Office (ICO) at any time.
7. Alternative dispute resolution (ADR)
If we cannot reach an agreement, you may have the right to refer the dispute to ADR — a way of resolving disputes without going to court. As at the date of this policy, Telos is not a member of an approved ADR scheme. We are nonetheless willing to take part in ADR if both sides agree on a provider. Possible providers include the Centre for Effective Dispute Resolution (cedr.com) and Ombudsman Services. The relevant law is the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
8. Trading Standards and Citizens Advice
You can also seek free advice from the Citizens Advice consumer service on 0808 223 1133 or via citizensadvice.org.uk. Citizens Advice can refer the complaint to your local Trading Standards office where appropriate.
9. Going to court
You retain the right to bring a claim in court. The small claims track of the County Court hears most consumer claims up to £10,000. Time limits apply (six years in England and Wales for breach of contract under the Limitation Act 1980). Nothing in this policy reduces those rights.
10. Recording and learning
We log every formal complaint, the outcome and any change we made as a result. The board reviews complaints each quarter, looks for patterns and decides what to change.
11. Confidentiality
Complaints are handled confidentially within Telos. We will not share your details outside the team handling the complaint without your consent, save where the law requires it.
12. Review
This policy is owned by the Operations Director and reviewed annually.