Sales Procedure Guide
Sales Procedure Guide
3.7 // Complaints
Complaints
There are strict regulatory requirements regarding how complaints are handled, and these should be incorporated into your sales process and procedures.
Your complaints procedures should be easily accessible to your customers if required.
Where a complaint is made to a funder or directly to Evolution, you will receive an email and letter from us. Following that, a member of our Complaints Team will contact you within 48 hours to establish the course of action you are taking. If a resolution has not been reached within ten days, your Account Manager will contact you unless they have an arranged visit sooner.
Evolution expects dealer partners to notify us as soon as possible about any complaint received by your dealership that relates to a product or service sold via Evolution or about a complaint relating to a vehicle bought using one of our finance partner’s products.
Evolution requires dealers to respond promptly to information requests made by Evolution when handling a customer’s complaint. We will expect a response within three working days in communications of specific complaints.
This is accepted as a discussion with your Account Manager or our Complaints Team about the likely action to be taken.
You will be notified of and can monitor complaints made to Evolution about your dealership via our reporting suite of management information.
The link below provides further information on the rules relating to regulated complaints, which include complaints relating to a vehicle’s quality under Section 75 or 75A of the Consumer Credit Act or due to the implied terms of a Hire Purchase contract.