Should you as the consumer, not be satisfied with the service or product that has been supplied to you, there is a complaints procedure you can follow.
1. Speak to one of our team either in person at our offices on Hardwicke Road, or call us on 02087428955, where we will endeavour to rectify the circumstance or explain the company’s position, and hopefully we can facilitate a satisfactory outcome.
2. Should the above not be satisfactory please put in writing your grievances, and hand into one of our agents, or post a written complaint to ZOOCars Ltd, Arches, Hardwicke Road, London, W4 5EA, or, email to chiswick@zoocars.co.uk, where we will escalate the complaint and investigate in more detail the elements within your written statement. We will respond with the company’s position on the matter and outline any explanation.
3. Failure to reach a settlement, you as the customer can take your complaint directly to the BVRLA. The BVRLA are an independent organisation; will take a neutral position and have a complaints procedure you can utilise by following this link: https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaint-eligibility.html . This link can be found at www.bvrla.co.uk. ZOOCars will adhere to the decision by the BVRLA after they have completed their assessment of the complaint.