Our aim at Evolve is to ensure that all our customers receive an excellent service from us and we hope that you never have any cause for complaint. However, if there is a part of our service that you are not happy with please do let us know so that we can work with you to put it right.

Customer Complaints Procedure

Our aim at Evolve is to ensure that all our customers receive an excellent service from us and we hope that you never have any cause for complaint. However, if there is a part of our service that you are not happy with please do let us know so that we can work with you to put it right.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Making a Complaint

Firstly, please get in touch with the person you have dealt with so that they can look into your complaint and try to resolve it for you.

If you remain dissatisfied, then please email complaints@evolvelets.co.uk, including as much detail as possible, and we will investigate your complaint further and respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

Our Response

We will send you written acknowledgement of receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

After a full investigation, we will send you a formal written outcome within 15 working days of receipt of the original complaint.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

If you are still not satisfied after you have received our final response (or more than 8 weeks have elapsed since the complaint was made) you can request an independent review from The Property Ombudsman without charge.

You must submit your complaint within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through our in-house complaints procedure, before being submitted for an independent review.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP.

Tel: 01722 333 306    Email: admin@tpos.co.uk     Website: https://www.tpos.co.uk