Complaints
We aim to provide a high standard of service at all times. If something hasn’t gone as expected, we’re sorry – and we want to help you resolve it as quickly as possible.
Depending on your situation, the best place to raise your concern may be with your dealer, your lender, or us. The guidance below will help you find the right route.
In many cases, your issue can be resolved more quickly by contacting the most appropriate provider directly.
If your complaint relates to the condition, quality, or suitability of your vehicle, you will need to contact the dealership you purchased the vehicle from. They are responsible for investigating and resolving vehicle-related issues.
If you have a question or issue relating to your car finance agreement, or you need support with your account, you should contact your car finance lender directly.
Our Funder Contact Details page covers the information you’ll need.
Your lender has full visibility of your agreement and is responsible for managing your finance and any related queries.
Top tip
If your query relates to commission on your motor finance agreement, including Discretionary Commission Arrangements (DCA) or non-DCA commission, it is recommended that you contact your motor finance provider directly.
Your motor finance provider is responsible for your finance agreement and is best placed to investigate and respond to your query, including whether your agreement may be affected by the Motor Finance Consumer Redress Scheme.
In some cases, your motor finance provider may contact you directly where appropriate. You can also contact them if you have any questions about your agreement.
You can use our Funder Contact Details page to find the correct information.
If you are unsure who your motor finance provider is, you can check your agreement or any recent correspondence, such as emails or letters.
Evolution Funding Limited and My Car Credit act as credit brokers and are not lenders. We do not manage finance agreements or hold full details of your contract. However, if you contact us, we will help direct your query to the appropriate party.
We keep our Motor Finance Consumer Redress Scheme information up-to-date.
If your complaint relates to your experience with Evolution Funding, for example our service, communications, or how your application was handled, you can raise a complaint with us directly.
Phone: 01246 458 800
Email: complaints@evolutionfunding.com
Post: Evolution Funding Limited, Thompson Close, Chesterfield, S41 9AZ
Once we receive your complaint, we will assign you a dedicated complaints handler who will support you throughout the process.
To help us resolve your complaint as quickly as possible, please include:
- Your name and address
- Your agreement or policy number (if you have it)
- The best way to contact you
- A clear description of your complaint
- Details of any third parties involved (if applicable)
- What you would like us to do to resolve the issue
- Any supporting documents that may help
- We aim to acknowledge your complaint within 2 working days
- We may contact you to clarify any details
- We will investigate your complaint fairly, thoroughly and impartially
- We will keep you updated on our progress
- All available evidence
- Your individual circumstances
- Relevant laws and regulations
- Guidance from the Financial Ombudsman Service
We aim to provide our final response within 8 weeks of receiving your complaint.
Our response will explain:
- What we have found
- How we reached our decision
- What actions (if any) we will take
If we are unable to provide a final response within this timeframe, we will explain why and keep you informed of our progress.
If you have not received a final response within the relevant timeframe, you have the right to refer your complaint to the Financial Ombudsman Service.
If you are not satisfied with our final decision, or if we have not responded within the relevant timeframe, you can refer your complaint to the Financial Ombudsman Service (FOS).
This is a free and independent service that helps resolve disputes between customers and financial services providers.
You will need to contact them within 6 months of receiving your final response letter.
Financial Ombudsman Service contact details:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 | 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk