Complaints Procedure
We aim to handle complaints fairly, consistently and without unnecessary delay. This procedure covers complaints about CarZoon services, moderation, accounts, paid features, privacy handling and user content.
1. Send your complaint
Email support@carzoon.co.uk with “Formal complaint” in the subject. Include your name, account email, advert or transaction reference, what happened, relevant dates, the outcome you want and supporting evidence. Do not send passwords or full card details.
2. Acknowledgement and review
We aim to acknowledge a complaint within three working days and provide a substantive response within 15 working days. Complex matters may take longer; if so, we will explain why and provide an update. We may ask for information and may restrict content while reviewing safety or compliance concerns.
3. Internal review
If dissatisfied, request an internal review within 28 days of our response and explain the issue that remains. A person not materially involved in the original decision will review it where practicable. We aim to issue a final response within 15 working days.
Urgent and specialist matters
Call 999 for immediate danger or crime in progress. Contact your bank immediately for suspected payment fraud. Data-protection complaints may also be raised with the UK Information Commissioner's Office. Finance complaints concerning a separately authorised finance firm should be sent to that firm's complaints team; its final response will explain any Financial Ombudsman Service rights.
CarZoon may preserve records and cooperate with law enforcement or regulators. We will process complaint information under our Privacy Policy.
Contact details
CarZoon Automotive Ltd, 5 South Charlotte Street, Edinburgh, EH2 4AN, United Kingdom
support@carzoon.co.uk