01782 450925 Complaints Handling 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: C/O Genesis Centre, North Staffs Enterprise Centre, Innovation Way, Stoke-on-Trent, Staffordshire , ST6 4BF

By Telephone: 01782 450925
By Email:

Our Customer Care Team is available 08:30 – 15:30 Monday to Friday. 


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 


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. 


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 not happy with our response, and you are an eligible complainant, you can at escalate your complaint to the Financial Ombudsman.

  • 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. 

Eligible complainants are:

  • A consumer 
  • Companies within the EU definition of a microenterprise 
  • Charities with an annual income of under £6,500,000 
  • Trustees of a trust with assets of under £5,000,000 
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019) 
  • A guarantor

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.

Last update 22/03/2021 Carzu is a trading style of Limited. Limited FRN FRN:679612 is an appointed representative of Jigsaw Finance Limited which is authorised and regulated by the Financial Conduct Authority FRN 679612. All financial applications submitted to Carzu are processed and/or administered by Jigsaw Finance Limited. Jigsaw Finance Limited is a Broker not a Lender.

Company registration number : 04259645 |  VAT No : 823826816 | ICO Registration : ZA124934

Registered Office : Carzu, Genesis Centre, Innovation Way, Stoke-on-Trent, Staffordshire, ST6 4BF

All finance is subject to status and income, applicants must be 18 or over, terms and conditions apply, guarantees and indemnities may be required.

Disclaimer: All vehicle images and descriptions are for illustration and reference purposes only, all vehicle leases are subject to credit approval and subject to change at any time. E&OE.

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