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Complaints procedure

We're dedicated to providing you with the best possible service. In the unfortunate circumstance that you have a complaint please contact us immediately by either one of the following means:
By post:
Carzu Customer Care
Genesis Centre
North Staffs Enterprise Centre
Innovation Way
By phone: 01782 366843
By email:
Our Customer Care Team is available 08:30 – 15:30 Monday to Friday.

Acknowledging your complaint

If you are dissatisfied in any way with the service you have received and wish to make a complaint, we ask that you bring this to our attention as soon as possible so that we can try and resolve this for you.

We will acknowledge receipt of your complaint within 5 working days.

Investigating your complaint

Our Customer Care Team will investigate your complaint fairly, consistently and promptly. They will 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.

Our Team will look at all the available evidence and the circumstances of your complaint. They'll also take into account any guidance published by the Financial Ombudsman Service (‘the Ombudsman'), as well as any relevant laws or regulation.

During the course of our investigation the Customer Care Team 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 by communicating openly and accordingly with our Team.

We'll keep in touch throughout the process and we'll be happy to answer any queries you may have about how we're progressing.

Final response

Our Team will endeavour to send you a Final Response within 8 weeks from the receipt of your complaint. If we are unable to provide you with a Final Response within this time we'll send you a response to explain why we've not been able to complete our investigation, and also give you an indication of when we expect to be able to provide you with a Final Response.

If you are unhappy with our final response

If you are unhappy with our Final Response you can refer the matter to the Ombudsman for review.

You can refer your complaint to the Ombudsman if you've either:

  • Received a Final Response with which you're dissatisfied; or
  • We haven't issued a Final Response within 8 weeks of receiving your complaint.

You'll 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 with your Final Response letter. If you want the Ombudsman to look into your complaint, you should contact them within 6 months of the date of our Final Response letter. They may ask you to send a copy of this letter.

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.
By post:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
By phone: 0800 023 4567 or 0300 123 9123
By email:

Alternatively, you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at or by contacting

We'll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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