Complaints Handling Policy

Last Updated: January 2025

Our Commitment to Service

At ZippCar, we are committed to providing excellent service to all our clients. However, we recognize that there may be occasions when you feel our service has not met your expectations.

What is a Complaint?

A complaint is any expression of dissatisfaction with our service, whether oral or written, and whether justified or not.

How to Make a Complaint

You can make a complaint by:

Phone: 0800 123 4570

Email: complaints@zippcar.co.uk

Post: Complaints Department, ZippCar Limited, [Address]

Online: Through our website contact form

Information to Include

When making a complaint, please provide:

Your name and contact details

Your case reference number (if applicable)

Details of what happened

What outcome you would like

Any relevant dates and documentation

Our Complaint Handling Process

Stage 1: Initial Response

We will acknowledge your complaint within 2 working days

We will investigate and provide a response within 10 working days

If we need more time, we will contact you to explain why

Stage 2: Internal Review

If you're not satisfied with our initial response, you can request an internal review

This will be conducted by a senior member of staff not previously involved

We will respond within 10 working days

Stage 3: External Review

If you remain dissatisfied after our internal review, you can refer your complaint to:

Legal Ombudsman

Website: legalombudsman.org.uk

Phone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Time Limits for Legal Ombudsman You must refer your complaint within:

6 months of our final response, or

6 years from the act/omission, or

3 years from when you should reasonably have known there was cause for complaint

Solicitors Regulation Authority (SRA) For serious professional misconduct issues:

Website: sra.org.uk

Phone: 0370 606 2555

What We Will Do

We will:

Treat your complaint seriously and fairly

Investigate thoroughly and impartially

Keep you informed of progress

Learn from complaints to improve our service

Keep records in accordance with data protection requirements

No Charge for Complaints

We will not charge you for making a complaint or for the time spent investigating it.

Professional Indemnity Insurance

We maintain professional indemnity insurance to cover potential claims arising from our professional services. Details are available on request.

Regular Review

We regularly review our complaints handling procedures to ensure they remain effective and compliant with regulatory requirements.

For more information about our complaints procedure or to make a complaint, please contact our Complaints Department using the details above.