Complaints handling procedures

How to contact us

In writing: Customer Services ([email protected]), Zenith Vehicle Contracts Limited, Number One, Great Exhibition Way, Kirkstall Forge, Leeds LS5 3BF.

Please remember to include your full name and contact information, your vehicle registration, up to date contact information and any supporting documentation that may help with our investigation of your complaint.

By telephone: 0344 417 6015

How we’ll handle your complaint

When we receive notification of your complaint we will aim to resolve the matter as quickly as possible and will provide you with an acknowledgement of your complaint within 5 working days.

Once we’ve reached a conclusion, we’ll tell you whether your complaint has been upheld – and if so what corrective action or redress may be appropriate.


We’ll acknowledge your complaint promptly in writing (within 5 working days of receipt), including written details of our summary complaints handling procedures. If we’re able to resolve it immediately, we’ll also include our “Final Response” in this letter.

We’ll keep you updated and informed along the way, which will be no more than 4 weeks from the receipt of your complaint.

If we’re unable to provide a Final Response after 8 weeks, we’ll write to you explaining the delay and indicate when we expect to make that Final Response.

Final Responses

We always aim to conclude our investigation and provide a Final Response as quickly as possible. Our Final Response letter will include:

  • A summary of the nature and substance of the complaint;
  • A description of our investigative process;
  • A summary of our conclusions, addressing all the points raised in the complaint;
  • Where redress is offered, a clear breakdown of how we calculated the amount;
  • Where corrective action is required, what actions we intend to take.

If you’re not satisfied with our Final Response, you may be able to refer the complaint to the BVRLA.

The British Vehicle Rental & Leasing Association (BVRLA)

Zenith is a member of the BVRLA. The BVRLA is approved by the government as a Consumer ADR (Alternative Dispute Resolution) body.

The BVRLA’s ADR service will resolve your complaint free of charge.

You can refer your complaint to the BVRLA if you have complained to Zenith and we have provided you with a final decision. You need to contact the BVRLA within 12 months of our final response to your complaint.

You can determine if you are eligible to raise a complaint to the BVRLA by using the following link:

You can raise a complaint to the BVRLA by the following methods:

Email: [email protected]

Post: Conciliation Service, BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD

Discretionary commission complaints

You may have heard that the Financial Conduct Authority (FCA) are looking into discretionary commission payments made by motor finance firms, following complaints from customers. Since our Salary Sacrifice product is not regulated by the FCA, it’s therefore not included in the scope of this investigation.

However, please be assured that we have never employed these practices and none of our customers have been affected by this issue.


If your complaint is about a ZenAuto product you can find their complaint handling procedures here.