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.