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Making a complaint

At Cazoo, we are committed to delivering exceptional service to both our consumers and dealers. If you have a complaint, we are here to assist. Please select the appropriate section below to ensure your issue is addressed promptly. You will find a number of our frequently asked questions here.

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For Consumers (Car Buyers)

If you are a consumer with a complaint, query, or concern, our team is ready to assist. Please note that often consumer-related complaints involve issues with dealers. While we strive to support you, we recommend attempting to resolve such issues directly with the dealers first.

How to raise a complaint

  1. You can contact our Consumer Support team:
    via email at consumer.support@cazoo.co.uk
  2. through the Contact Us page on our website
  3. by post, addressed to Cazoo, FOA: Consumer Support Team, 27 Old Gloucester Street, London WC1N 3AX.

To help us address your complaint, query or concern quickly, we kindly ask that you provide us with the following details:

  • Your name and contact information
  • The name of the dealer (if applicable)
  • The vehicle registration number (if applicable)
  • A detailed description of your complaint

Please be aware that our Consumer Support team does not handle complaints, queries or concerns by phone.

Reporting Fraud

if you have experienced fraudulent activity, we recommend taking the following steps:

  1. Notify Cazoo: Inform our Consumer Support team about the fraudulent activity using the contact details above so we can log and investigate the issue appropriately.
  2. Report the Fraud: Contact Action Fraud, the UK's national fraud and cybercrime reporting center, at www.actionfraud.police.uk or 0300 123 2040.
  3. Get Advice: For guidance on your rights and next steps, reach out to Citizens Advice at www.citizensadvice.org.uk or 0808 223 1133.

What happens next

  • Complaints are acknowledged within 3 business days by our Customer Success Team.
  • We will log your complaint and conduct an investigation.
  • We aim to resolve complaints within 10 working days.

For Dealers (Car Sellers)

If you are a dealer with an unresolved issue about our advertising services requiring escalation, we are committed to resolving your complaint efficiently (For day-to-day issues, please contact the Customer Success team at support@motors.co.uk).

How to raise a complaint

You can reach out via:

To help us address your complaint quickly, please provide us with the following details:

  • Your name and account number
  • A detailed description of the complaint, together with any supporting evidence
  • Details of your desired outcome

What happens next

  • Complaints are acknowledged within 3 business days by our Customer Success Team.
  • We will log your complaint and conduct an investigation.
  • We aim to resolve complaints within 10 working days.

For Finance / Insurance Complaints

If your complaint relates to finance or insurance and we have not resolved it within the above timeframe, or you are dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body established to settle disputes between UK-based financial companies and consumers.

We always aim to resolve your concerns. If you consider that our response to your complaint does not fully address your issues, please let us know so we can understand if there is anything more we can do.

Where you are not satisfied with our final response you can ask for a review from the Financial Ombudsman Service. They will be able to help if your complaint fulfils certain criteria. Their contact details are:

You must contact the Ombudsman within 6 months of the date of our final response letter.

You can find out more about the FOS by visiting www.financial-ombudsman.org.uk.