Our commitment to our customers

Our goal is to give excellent service to all of our customers, but we recognise that things can occasionally go wrong. We take all complaints we receive seriously and aim to resolve all of our customers’ problems fairly, promptly and efficiently.

What to do if you are dissatisfied?

To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given please telephone the business area you usually deal with in order to explain your concerns. Calls may be recorded and /or monitored for quality purposes.
Please send details of your complaint to: complaints@evolutionlending.co.uk or write to us at: Compliance Manager, Evolution Lending Limited, 9 Portland Street, Manchester, M1 3BE
Alternatively you can call us on 0800 840 0243, or if you are calling from a mobile 0161 814 9975.

How we will handle your complaint?

We aim to resolve all complaints satisfactorily within 4 weeks of receipt; 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.

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 will review all necessary documentation and information to enable us to carry out a thorough investigation of your complaint. Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. In some instances we may need you to provide us with further information or relevant authority to contact a third party.

Within 4 weeks of receipt of your complaint we will provide you with a full written response. However, if we have been unable to complete our investigation within 4 weeks we will provide you with an update at that time.

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.

Once an investigation of your concerns has been made, we will provide a written response to confirm our findings and the proposed resolution.

Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made and wish to take this further, you can refer the matter to: The Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR. Telephone: 020 7964 1000. Fax: 020 7964 1001. Email:complaint.info@financial-ombudsman.org.uk