Complaints Policy

Trading style	Zivaro
Legal entity	Switch&Save Business Services Ltd (company number 15051352)
Registered office	3A Perry Common Road, Erdington, Birmingham, B23 7AB
Complaints email	hello@zivaro.co.uk
Telephone	0333 038 9707
Effective date	6 September 2026

1. Purpose

Switch&Save Business Services Ltd, trading as Zivaro, is committed to handling complaints fairly, promptly and consistently. We would rather hear that something has gone wrong than not, because a complaint is usually the only chance we get to put it right.

2. What we can help with

We will investigate complaints about our advertising and communications, the way an enquiry or quote was handled, the conduct of our staff, the supply or installation of EPOS systems, card machines and hardware, our support service, billing, and our use of your personal information.

Where your complaint concerns a third party's decision — for example a card payment provider's pricing, a settlement, a chargeback or an account restriction — we will tell you plainly that it sits with them, help you raise it in the right place, and pass on anything we hold that would help.

3. Who can complain

Any current or prospective customer, an authorised representative of one, or anyone else directly affected by something we have done. If you are complaining on someone else's behalf we may ask for evidence of your authority before we discuss their information with you.

4. How to make a complaint

Email hello@zivaro.co.uk, or call us on 0333 038 9707. Where you can, please include:

• Your name, business name and the best email or number to reach you on
• A clear description of what happened and when
• The names of anyone involved, if you know them
• Your order number, account reference or invoice number, if relevant
• Copies of any emails, photographs or documents that help explain it
• What you would like us to do about it

You do not need to use formal or legal language, and you do not need to label it a complaint. Any clear expression of dissatisfaction that needs a response will be treated as one.

5. What happens next

Stage	What we will do
Acknowledgement	We aim to acknowledge your complaint within three working days. A complaint about how we have handled personal data will always be acknowledged within 30 days, as the law requires.
Assessment	We identify what happened, who was involved and what evidence exists. We may come back to you for more detail.
Investigation	A person not directly involved in what you are complaining about reviews it wherever that is practical.
Outcome	We aim to give you a written outcome within 15 working days. If it is going to take longer, we will tell you why and give you a revised date rather than letting it drift.
Putting it right	Where we have got something wrong we will say so, explain what we are doing about it, and where appropriate correct the work, re-attend, or refund.
Review	If you are unhappy with the outcome you can ask for it to be reviewed by a director, who will respond within a further 15 working days.

6. If you are still not satisfied

If we cannot resolve it between us, you may be able to take the matter further depending on what it concerns:

• Personal data — the Information Commissioner's Office, ico.org.uk or 0303 123 1113.
• Advertising — the Advertising Standards Authority, asa.org.uk.
• Card payment services — raise it with the provider named on your merchant agreement, who will have their own complaints procedure and, where eligible, an ombudsman route.

Raising a complaint with us does not affect any legal rights you have.

7. How we record and learn from complaints

We keep a record of every complaint, what we found and what we did about it. We review those records so that recurring problems get fixed at the cause rather than handled one at a time. Records are retained in line with our Data Protection Policy.

8. Review

This policy is reviewed at least annually, and sooner if our services or the law change materially.