chiswick@zoocars.co.uk
1. Speak to one of our team either in person at our offices on Hardwicke Road, or call us on
02087428955, where we will endeavour to rectify the circumstance or explain the
company’s position, and hopefully we can facilitate a satisfactory outcome.
2. Should the above not be satisfactory please put in writing your grievances, and hand into
one of our agents, or post a written complaint to ZOOCars Ltd, Arches, Hardwicke Road,
London, W4 5EA, or, email to chiswick@zoocars.co.uk, where we will escalate the complaint
and investigate in more detail the elements within your written statement. We will respond
with the company’s position on the matter and outline any explanation.
3. Failure to reach a settlement, you as the customer can take your complaint directly to the
BVRLA. The BVRLA are an independent organisation; will take a neutral position and have a
complaints procedure you can utilise by following this link:
https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaint-
eligibility.html . This link can be found at www.bvrla.co.uk .
ZOOCars will adhere to the decision by the BVRLA after they have completed their
assessment of the complaint.
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