Summary complaints handling procedures

We aim to provide great customer service, but if things do go wrong we’re committed to settling matters quickly and fairly.

We are authorised and regulated by the Financial Conduct Authority (FCA) and the FCA defines a complaint as an expression of dissatisfaction (verbal or written) about the provision of, or failure to provide, a financial service. The complaint alleges how you have suffered (or may suffer):

  • Financial loss;
  • Material distress; or
  • Material inconvenience.
How to contact us

In writing: Customer Services (hello@zenith.co.uk), 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. If you are dissatisfied with the delay, you may be able to refer the complaint to the Financial Ombudsman Service. We’ll provide you with the Ombudsman’s details and enclose a copy of its explanatory leaflet.

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 Ombudsman. We’ll provide you with the Ombudsman’s details and enclose a copy of its explanatory leaflet.

Financial Ombudsman Service (FOS)

The FOS was set up by Parliament to resolve complaints between financial businesses and their customers.

The FOS will resolve your complaint free of charge.

You can refer your complaint to the FOS if we haven’t resolved it within 8 weeks, or if you’re not satisfied with our Final Response.

You must do so within 6 months of our Final Response.

We’ll provide you with FOS’s explanatory leaflet in our Final Response.

Contact details can be found on its website:
http://www.financial-ombudsman.org.uk/contact/index.html

You can post your complaint to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

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 90 days 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: complaint@bvrla.co.uk

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

Online Dispute Resolution (ODR)

The European Commission manages an official ODR platform to help consumers and businesses resolve their disputes out-of-court.

You will need to select an approved body to resolve your complaint. The FOS and BVRLA are both approved bodies.

More details can be found on its website:
https://ec.europa.eu/consumers/odr/main/