Zippcar is a trading style of Addlington West Group Limited who are authorised and regulated by the Financial Conduct Authority, FRN: 838665

Regulatory requirements
The Financial Conduct Authority requires us to operate a complaint handling policy that enables the effective identification, investigation and resolution of customer complaints.

Principle 6 of the FCA’s Principles for Businesses requires us to treat customers fairly. Part of the our commitment to treating customers fairly is to ensure that customers do not experience any post-sale barriers such as experiencing difficulties in lodging complaints.

Definition

The FCA define a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a customer or potential customer about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and relates to an activity of the Firm or any other organisation that the Firm has some connection to in marketing or providing financial services or products.

In other words, a complaint is any expression of dissatisfaction about the provision of the Firm’s claims management activities, whether justified or not.

Submitting a complaint

We seek to provide customers and potential customers with excellent customer service. However, in the event that a customer or potential customer wants to lodge a complaint they are able to do so by email, telephone or post. A complaint can be lodged using the contact methods below:

• Telephone: 01926 800 179
• Email: info@addlingtonwestgroup.co.uk
• Post: Addlington-West Group Limited, Business Resource Network, Office Three, 53, Whateleys Drive, Kenilworth, Warwickshire. CV8 2GY.

Acknowledgement

We endeavour to send complainants a written acknowledgement of complaints within 5 business days of receipt.

Complaints investigation

We will investigate the subject matter of the complaint and, where required, may contact the complainant to obtain further information to adequately investigate the complaint. The nature of the investigation will depend on the nature of the complaint but may involve interviewing relevant staff and listening to call recordings.

We will ensure that the individual(s) involved in investigating complaints are independent and have not been involved in the events complained about.

Final response

We will endeavour to issue a final written response to the complaint within 8 weeks of the initial receipt.
Our final response will either:

• Accept the complaint and, where appropriate, offer redress or remedial action;
• Offer redress or remedial action without accepting the complaint; or
• Reject the complaint and give reasons for doing so.

If we are not in a position to issue a final response within 8 weeks, the complainant will be provided with a written response explaining why we are not in a position to issue a final response and set out the date by which we expect to be able to issue one.

Appeal

Complainants have the right to escalate their complaint to the Financial Ombudsman Service, free of charge if they are dissatisfied with a Firm’s final response or if the Firm does not issue a final response within 8 weeks.
It is to be noted that complaints must be escalated to the Financial Ombudsman Service within six months of receiving the final response or of the 8-week deadline.

Review

We will conduct a review of this policy on an annual basis, or sooner, if triggered by internal changes (e.g. business process changes) or external changes (e.g. changes in law).