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.
The Customer Care Manager
0800 999 8887
(calls to this number are normally free from mobiles and a 'fixed line' phone)
Frequently asked questions
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.
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.
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.
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.
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.
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
- We’ve had at least 8 weeks to consider the complaint but haven’t yet issued a final response.
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.
The Financial Ombudsman Service
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 zuto.com 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 0800 999 8887 or by email at email@example.com."
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