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 any aspect of our service that you are not happy with, please let us know so that we can work with you to put it right.

Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, limited linguistic or numeracy ability, economic circumstances, bereavement, or where English is not their first language.

Making a Complaint

Firstly, please get in touch with the member of staff you have been dealing with so that they can investigate your concerns and try to resolve the matter.

If you remain dissatisfied, please email complaints@evolvelets.co.uk, providing as much detail as possible. We will investigate your complaint further and respond in accordance with the timescales set out below. If we have not resolved your complaint within eight weeks, you may refer the matter to the Property Redress Scheme (PRS) without waiting for our final response.

Our Response

• We will acknowledge receipt of your complaint in writing within 3 working days of receiving it and will enclose a copy of this complaints procedure.

• Following a full investigation, we will send you our formal written response within 15 working days of receiving your complaint.

• If you remain dissatisfied, please contact us again and we will arrange for your complaint to be reviewed by a senior member of staff.

• If, after receiving our final response (or if more than 8 weeks have passed since you first made your complaint), you are still dissatisfied, you may refer your complaint to the Property Redress Scheme (PRS) for an independent review at no cost to you.

You should submit your complaint to the Property Redress Scheme within 12 months of receiving our final response, together with any supporting evidence. The Property Redress Scheme requires that you have first exhausted our in-house complaints procedure before it will consider your complaint.

Property Redress Scheme (PRS)

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

Telephone: 0333 321 9418
Email: info@theprs.co.uk
Website: https://www.theprs.co.uk