Evolution Lending Customer Complaints Policy

Evolution Money are committed to providing you with a first-class service and effectively delivering the products and services you need. Your views are important to us and your feedback is key to improving the products and services we offer.

If for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We’ll investigate the situation and where necessary, set about putting things right as quickly as possible. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout.

If we are unable to resolve your complaint within 3 days of receiving it, we will acknowledge the complaint in writing within 5 working days of receipt and inform you who is dealing with it.

We aim to resolve all complaints satisfactorily within 4 weeks of receipt, and we will provide you with a full written response within 4 weeks of receipt of your complaint; although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Our intended maximum response period for our final written response is 8 weeks from receipt of your original complaint. However, if we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.

So we can investigate your complaint thoroughly please include:

• Your name, contact details and agreement number
• What your complaint is?
• If you have the dates and names of the people who you spoke to
• How you would like us resolve the issue?

Please send details of your complaint to: [email protected]
or write to us at: Evolution Money Ltd, 9 Portland Street, Manchester, M1 3BE

Alternatively you can call us on 0161 814 9165.

We’re here to resolve your problem, and we endeavour to do everything we can to make sure our customers get the best possible service. However, where you are not satisfied with our final response or eight weeks have passed since you first raised your complaint you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response to refer your complaint to them.

Website: www.financial-ombudsman.org.uk
Phone: 0300 123 9 123
Email: [email protected]
Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR