Complaints & disputes
A concern deserves
a proper review.
Tell us what happened, what you want us to look at and the outcome you are seeking. A clear account helps the team preserve evidence and understand both sides.
Make a clear report
What to send.
Use support email or your available booking support channel. Keep the report factual and include only material relevant to the concern.
Identify the booking
Include the booking reference, relevant dates and any existing support reference. This helps locate the recovery and bring related messages together.
Explain what happened
Describe the event in order, who was involved and which part of the booking, service or payment you want reviewed. Separate what you observed from what you believe may have happened.
Share relevant evidence
Provide useful photos, messages, receipts or correspondence. Do not send passwords, full card details, unrelated personal information or evidence obtained unsafely.
Say what outcome you seek
Explain whether you want an explanation, correction, payment review, help with a damage concern or another remedy. The review considers the evidence and the rights that apply.
The review process
Acknowledgement. Evidence.
An explained outcome.
Acknowledge
We aim to acknowledge complaints within two business days. Keep the acknowledgement or reference so follow-up messages can be linked to the report.
Understand
The team may review booking events, GPS, photos, messages, acknowledged call recordings and payment records, alongside each party’s account. You may correct factual errors.
Respond
We aim to provide an outcome within ten business days. Complex insurance, fraud or third-party investigations may take longer; we explain why and provide updates.
These are the published policy’s aims, not guaranteed resolution times. Evidence is handled under the Privacy Notice and applicable legal-hold rules.
Recovery performance or damage
The driver supplies
the recovery service.
The independent driver is responsible for carrying out recovery with reasonable care and skill and for loss or damage for which they are legally responsible under their own insurance. Quartz is not the recovery insurer.
Quartz can preserve platform evidence, facilitate contact and help administer the complaint. Keep relevant photographs and records, and explain any immediate action taken.
If you disagree with a decision
Ask for human review.
Reply with the reference, the facts or reasoning you dispute and any further relevant evidence. Each party may request human review. A formal legal complaint can be sent to legal@quartzrecovery.com.
Your rights
The process does not
replace your rights.
Quartz does not belong to an alternative dispute resolution scheme at launch. Internal review does not remove statutory remedies, card chargeback rights, regulatory complaints, insurance claims or court access.
For a concern about your personal data, use the privacy contact and Data Requests guidance. For an urgent safety issue, do not wait for a complaint outcome before contacting the appropriate emergency services.