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.
Timescales
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:
https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaint-eligibility.html
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.
ZenAuto
If your complaint is about a ZenAuto product you can find their complaint handling procedures here.
Data protection complaints procedure
Zenith is committed to delivering good customer outcomes and handling personal data in accordance with the law.
We’re sorry to hear that you would like to raise a data protection complaint and want to let you know that we’ll do everything we can to resolve the situation.
How we handle data protection complaints
Under the new Data Use and Access Act 2025 (DUAA), organisations such as Zenith are required to process and resolve all data protection complaints before data subjects are able to complain directly to the Information Commissioners Office (please note that this will shortly be changing to the Information Commission).
We operate a documented data protection complaints procedure, which is summarised for your information below:
- Data protection complaints are escalated to our dedicated data protection team.
- We will acknowledge your data protection complaint as soon as possible, and no later than 5 (five) working days from receipt of your complaint.
- We will take appropriate steps to investigate your complaint without undue delay.
- Our data protection team will be provided with full access to the information and circumstances relating to your complaint and will review this independently and fairly.
- We will keep you informed on progress to resolve your complaint and may be in touch to find out additional information, or if we have any questions to help our investigation.
- As soon as we’ve finished our investigation, we will provide a final response. This will include a description of our investigation process, a summary of our conclusions and any next steps.
- We will also confirm that you have the right to then complain directly to the Information Commission, if you are still not satisfied with our resolution.
Under the DUAA, we are required to provide a data protection complaint form. This will help us to fully understand the nature of your complaint and commence our investigation as quickly as possible. This form can be accessed and completed below.