Complaint handling procedures

We aim to provide great customer service, but if things do go wrong we’re committed to settling matters quickly and fairly.
Our staff are regularly trained in our handling procedures and we actively monitor complaints activity to improve our service to you.
Personal contract hire is a financial product which is regulated by the Financial Conduct Authority (FCA). 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

But of course, we’re also here to resolve any other issues you’ve had - so do please get touch.
In the first case, please contact the person or department you’ve been dealing with. It is best if you can do so by email or letter, as this will help us to investigate and resolve your concerns as quickly as possible - but you can also raise your concerns by telephone.
How to contact us

Customer Services ( hello@zen.auto )ZenAuto Limited, Number One, Great Exhibition Way, Kirkstall Forge, Leeds LS5 3BF, telephone number
Please remember to include the following:

Your full name and contact information
Full details of your complaint - including what did or didn’t happen, and when
Your lease agreement details
Details of how we can put things right

How we’ll handle your complaint

Our Customer Services team will log and investigate your complaint. We aim to handle every complaint fairly, consistently and thoroughly.
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 days of receipt), including written details of our 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 six 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


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/