Customer Care

We're committed to providing you with the best possible products and services but sometimes we know that things go wrong. If you're not happy or feel the need to make a complaint; you can reach us by any of the following ways.

By post:
The Customer Care Manager
Zuto Limited
Winterton House
Winterton Way
SK11 0LP

By telephone:
01625 619 944

By email:


Frequently asked questions

What can you expect after you’ve registered your complaint?

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Where we receive a complaint from you, our Customer Care Team will investigate your complaint competently, diligently and impartially.

We’ll fairly, consistently and promptly assess:

  • The nature of your complaint.
  • Whether any third party is involved in the complaint (such as the business that sold your vehicle or a lender).
  • How we should resolve the complaint.
  • Whether the complaint should be upheld and whether any redress should be paid to you.

When considering complaints, we’ll take into account all of the available evidence – as well as the circumstances of your particular complaint. We’ll also take into account any guidance published by the Financial Ombudsman Service (‘the Ombudsman’), as well as any relevant laws or regulation.

How will we resolve your complaint?

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Upon receiving your complaint we’ll acknowledge receipt within three working days and send you a written or electronic communication to inform you of how we plan to investigate it, including a copy of our complaints handling procedure for your reference.

During the course of our investigation we may need to obtain detailed information from you or any third party involved in the complaint. In order to deal with your complaint promptly and thoroughly we ask that you help as much as possible with our assessment and your prompt attention would be gratefully appreciated.

We’ll keep in touch while we’re looking into your complaint and we’ll be happy to answer any queries you may have about how we’re progressing.

If the complaint isn’t resolved after a period of 8 weeks we’ll send you a written or electronic response with either our Final Response or to explain why we’ve not been able to complete our investigation.

Please see the FAQ on What does the latest FCA review mean to how my complaint will be handled? for the detail on how this requirement may be different regarding complaints relating to discretionary commission arrangements.

If we haven’t been able to finalise our investigation within 8 weeks, we’ll also give you an indication of when we expect to be able to provide you with a Final Response. You’ll also receive a copy of the Ombudsman’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.

What happens after the investigation?

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Where we decide that redress is appropriate, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t always involve financial compensation and may instead include, for example, an apology, repair of the financed vehicle or an offer to rewrite a finance application. In cases where financial redress is deemed appropriate, this may also include an element of interest calculated in line with relevant guidance.

Time limits for making a complaint

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We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you’ve complained about, or (if later) more than 3 years after you were (or ought reasonably to have been) aware of a cause for complaint.

We will, however, be happy to consider any exceptional circumstances that you feel may explain the delay in bringing the matter to our attention.

What can you do if you are unhappy with our response?

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Should you remain unhappy with our findings, having received our 'Final Response', you may be able to refer the matter to the Ombudsman for review and we’ll advise you of your rights to this.

You can refer your complaint to the Ombudsman if you’ve either:

  • Received a final response with which you’re dissatisfied; or
  • (Please see the FAQ on What does the latest FCA review mean to how my complaint will be handled? for the detail on how this requirement may be different regarding complaints relating to discretionary commission arrangements.)

  • We’ve had at least 8 weeks to consider the complaint but haven’t yet issued a final response.
  • (Please see the FAQ on What does the latest FCA review mean to how my complaint will be handled? for the detail on how this requirement may be different regarding complaints relating to discretionary commission arrangements.)

If you do want the Ombudsman to look into your complaint, you should contact them within 6 months of the date of our final response letter – a copy of which they may ask you to send to them.

The Ombudsman does not govern all of the services that Zuto provide so it is possible that they may not be able to assist you. We will, however, inform you in our final response if we think this is likely to be the case and you’ll still be able to contact the Ombudsman who’ll make their own decision on whether your case is eligible for them to look in to.

The Ombudsman is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below.

By post:
The Financial Ombudsman Service
Exchange Tower
E14 9SR

By telephone:
0800 023 4 567 or 0300 123 9 123

By email:


We’ll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us.

A copy of this document will be issued with every acknowledgement letter sent to the customer following receipt of a complaint.

A copy of this document is also published on the website to inform any customers wishing to raise a complaint of our Customer Care Team contact details.

An email is also sent to every customer following the finance being paid out. Within this email is the following wording "If there’s something that you are not happy with, let us know so that we can put things right. Please contact our Customer Care Team by writing to us at the address below, by telephoning us on 01625 619 944 or by email at"

What does the latest FCA review mean to how my complaint will be handled?

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The FCA is currently undertaking a review of historic discretionary commission arrangements (DCA) within the motor finance sector and, to support this, they have made some changes to complaints rules relating to DCA. The key change that could impact our customers when making a complaint is the implementation of a “pause” to the normal 8-week response timescales that all firms, including Zuto, have to respond to complaints that relate to DCA. During this pause, we will continue to investigate any complaint relating to DCA, but you may not receive a final response to your complaint until the FCA has concluded their investigation, which is currently expected to be by the end of September 2024.

Further details in regards to what this means for you, your complaint and your FOS rights can be found here: FCA to undertake work in the motor finance market | FCA

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