Cazoo not responding to formal Complaint?

What rights do I have with Cazoo? Formal complaint was filed via email 90 days ago, this was after speaking to a customer service clerk back and forth..

since then it has been radio silent.. I’ve sent two chaser emails, one was last week and the other was a month ago.

Ive tried contacting on twitter but nothing still, I’ve issued a bad trustpilit review and they did respond but just said ‘we looked into your file and see that the issue your having does not relate so nothing we can do’ (paraphrasing as thw issue is quite in depth) and that was it, didn’t bother referring it to someone to answer my complaint or ask me for
more info…

they are not accredited to the ombudsmen so I’m unsure what I can do..? Who can step in as surely this breaches their own complaints procedures which I’ve asked for and they’ve not confirmed it…

help please :/

Comments

  • user1977
    user1977 Posts: 13,885 Forumite
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    You haven't told us what your problem is?
  • motorman99
    motorman99 Posts: 96 Forumite
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    Cazoo will most likely cease trading in the next few months, they are losing a fortune…..as are cinch. 

    However cinch have the ‘backup’ of being owned by British car auctions so will carry on for a while. 

    The model for these businesses just doesn’t work, I reckon if you are going to spend £10-£20k on something you actually want to use all 5 senses (with the exception of taste!) to know that it’s for you.


  • CollumPlz
    CollumPlz Posts: 3 Newbie
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    user1977 said:
    You haven't told us what your problem is?
    The issue is that the car failed during warranty so was sent to their approved garage, but the same issue still happened later on. At this point it was outside the warranty and then the garage rediagnosed the issue as something else, conveniently not relating to the issues during warranty. Whether they misdiagnosed to be begin with or not I’m not sure…

    the problem we are having is that during warranty we stated our concerns with some vehicle symptoms which DO relate to the new issues they are refusing to accept now. They didn’t act on these concerns during the warranty period at all.. 

    that’s where we are at, but te customer service clerk hasn’t answered 5-6 questions I’ve asked kept responding 5 days later with something really vague. That’s when we issued a formal complaint, since then we’ve heard nothing.

    so that’s how I’ve gotten here but surely not responding to a formal complaint for 90 days is not lawful? I don’t know
  • user1977
    user1977 Posts: 13,885 Forumite
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    CollumPlz said:

    so that’s how I’ve gotten here but surely not responding to a formal complaint for 90 days is not lawful? I don’t know
    There's no general requirement for businesses to have any sort of complaints process, so, no, they can fail to respond if they want. Your remedy, if you've got a case, is to go to court.
  • CollumPlz
    CollumPlz Posts: 3 Newbie
    First Post First Anniversary
    user1977 said:
    CollumPlz said:

    so that’s how I’ve gotten here but surely not responding to a formal complaint for 90 days is not lawful? I don’t know
    There's no general requirement for businesses to have any sort of complaints process, so, no, they can fail to respond if they want. Your remedy, if you've got a case, is to go to court.
    I was hoping they'd respond and sort outside of that because its a real pain but citizens advice have now advised to go the legal route so thats all i can do... Thanks though :) 
  • photome
    photome Posts: 16,357 Forumite
    Name Dropper First Anniversary First Post Bake Off Boss!
    CollumPlz said:
    user1977 said:
    CollumPlz said:

    so that’s how I’ve gotten here but surely not responding to a formal complaint for 90 days is not lawful? I don’t know
    There's no general requirement for businesses to have any sort of complaints process, so, no, they can fail to respond if they want. Your remedy, if you've got a case, is to go to court.
    I was hoping they'd respond and sort outside of that because its a real pain but citizens advice have now advised to go the legal route so thats all i can do... Thanks though :) 
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