Complaints procedure
If you are reading this, something may have gone wrong. We’re sorry if it has. We are committed to providing products and service of the highest standard. If for any reason you feel you are not entirely satisfied with any aspect of our service please let us know straight away. Our Complaints department will investigate your complaint competently, diligently and impartially.
How to make your complaint
First, let us know what has happened. You can call us, email us or write to us. We will allocate you your own complaints handler for the duration of your complaint (see “contacting us” at the end of this page).
We need to know:
- Your name and address.
- Your agreement number or policy number as appropriate.
- Details of how we can contact you.
- A clear description of your complaint and whether any 3rd party is involved.
- Details of what you would like us to do to resolve your complaint.
- If appropriate, copies of any relevant supporting documentation.
What happens next?
We’ll contact you within 2 working days to let you know we are looking into your complaint and clarify any points where necessary. We will keep you regularly updated about what’s happening and discuss our findings. We will take into account all of the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service.
Final Response
When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, when we will update you on our progress and explain why it is still ongoing.
Financial Conduct Authority (FCA) Ruling 11.01.2024 /Paused Response Complaints:
Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the Financial Conduct Authority communication dated 11 January 2024, and their subsequent updated communication on the 30th July 2024, we will pause our response timeframe until the 4th December 2025. You can find more details in relation to the paused response time process here: https://www.fca.org.uk/carfinance. Our final response will advise you of your extended 15 month right to refer your complaint to the Financial Ombudsman Service.
Contacting us
- Telephone : 0114 3214565
- Address: EVOGO Ltd, 201 Upwell Street, Sheffield, S4 8AL
- Email: [email protected]
If you are not satisfied with how we dealt with your complaint
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Updating this Policy
If you are not happy with our decision and wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This independent service is free and is there to resolve disputes between customers and financial service institutions. You need to consult them within 6 months of the date of our final response letter (they will require a copy).
Contact:
- Telephone: 0800 023 4567 or 0300 123 9123
- Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- Email: [email protected]
- Website: www.financial-ombudsman.org.uk
EVOGO Ltd and associated trading styles are authorised and regulated by the Financial Conduct Authority for credit brokerage. Our FCA number is 669005.
