At Zing, we aim to provide an amazing experience and we’re sorry if you feel we haven’t done that. If you want to complain about your experience with Zing you can let us know using one of the options in the dropdowns below and we will do our best to put things right.
How do I make a complaint?
There are several ways you can register a complaint with Zing:
In-app messaging
If you're an existing customer and have access to the Zing app the easiest way to make a complaint is through our in-app messaging service. Type ‘Make a complaint’ into the message field and follow the prompts to be connected to an agent.
You can send an email to complaint@zing.me with details of your complaint. Please send this email from the email address linked to your Zing account.
Contact form
If you don't have access to email or the Zing app you can submit your complaint through a contact form.
Outbound call
We don’t have an inbound telephone line, however If you’d like us to give you a call, please let our ZingCare team know by any of the methods above. We will always agree on a convenient time before calling you.
When can I expect a response and a resolution?
Once we have received your complaint, we will get back to you within 4 working days. In some instances, we will be able to provide you with a resolution within that time frame. If not, our response will explain:
- When you can expect to hear back from us about our investigation
- How your complaint will be dealt with
- If we need any additional information to help us reach a resolution
Where we need some more time to look into your complaint we will follow these timelines and let you know which one applies to you:
- For a payment service: Responses may take up to 15 days (or 35 days if there are exceptional circumstances). Typically, this will be payments made or received from your Zing account
- For any other matter: Responses may take up to 56 days and we’ll keep you updated during this time.
When we have resolved your complaint we will email you our final response. This will explain the outcome of your complaint and the evidence that supports our decision.
I’m not happy with your response to my complaint, what do I do next?
If you’re not happy with our final response to your complaint, please let us know as soon as possible. We’ll always take another look to try and find a solution for you.
Alternatively, you can contact the Financial Ombudsman Service (FOS), who will independently review your case for free. Please note, you have to do this within 6 months of our final response letter. If longer than 6 months has passed the FOS won’t have our permission to consider your complaint and will only be able to help in very limited circumstances. This includes where the FOS believes that the delay was the result of exceptional circumstances.
Contact details for the Financial Ombudsman Service can be found below:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email : complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk