{"id":17104,"date":"2024-02-09T14:41:32","date_gmt":"2024-02-09T14:41:32","guid":{"rendered":"https:\/\/stg-evopublic-testupdates.kinsta.cloud\/public\/?page_id=17104"},"modified":"2026-05-07T09:16:31","modified_gmt":"2026-05-07T09:16:31","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/complaints\/","title":{"rendered":"3.7 Complaints"},"content":{"rendered":"\t\t
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Complaints<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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You must have a complaints procedure in place and documented. Your staff must be trained in these procedures, and you must have explicit management control for monitoring complaints.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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There are strict regulatory requirements regarding how complaints are handled, and these should be incorporated into your sales process and procedures.<\/p>

Your complaints procedures should be easily accessible to your customers if required.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Sales Procedure Guide<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tHome<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.1 | Disclosures<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.2 | Financial Promotions<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.3 | Consumer Duty<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.4 | Affordability<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.5 | Vulnerable Customers<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.6 | Anti-Money Laundering<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.7 | Complaints<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.8 | Data Protection<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.9 | Training<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.10 | SMCR Framework<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t3.11 | Commiunication with the Regulator<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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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.<\/p>

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\u2019s products.\u00a0<\/p>

Evolution requires dealers to respond promptly to information requests made by Evolution when handling a customer\u2019s complaint. We will expect a response within three working days in communications of specific complaints.<\/p>

This is accepted as a discussion with your Account Manager or our Complaints Team about the likely action to be taken.<\/p>

You will be notified of and can monitor complaints made to Evolution about your dealership via our reporting suite of management information.<\/p>

The link below provides further information on the rules relating to regulated complaints, which include complaints relating to a vehicle\u2019s quality under Section 75 or 75A of the Consumer Credit Act or due to the implied terms of a Hire Purchase contract.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tView the Consumer Rights Act<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tWe have a dedicated and committed Complaints Team.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tWe work closely with our funders, including weekly calls with many.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tWe work in line with regulations, including CRA 2015, DISP and FCA principles across our processes and policies.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tWe work in line with the same regulations for our response and resolution timescales.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tMost complaints are SQD, but we also handle SARs, CMCs, FOS, credit search removals, etc.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\tWhen complaints are received directly from customers, we request that they also log it with the funder.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tHow to make a complaint<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Complaints (SQD) Process<\/h2>\t\t\t\t<\/div>\n\t\t
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1.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tComplaint logged on our system.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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2.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tThe funder, dealer and AM are emailed with information.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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3.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tSQD call dealer within 48 hours.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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4.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tDealer has 10 days to agree a resolution.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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5.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tAM and RSD escalation process after 20 days.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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6.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tComplaint resolved.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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7.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tResolution letter to hirer by principal handler.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Next \/\/ Data Protection<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tContinue<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Complaints You must have a complaints procedure in place and documented. Your staff must be trained in these procedures, and you must have explicit management control for monitoring complaints. There are strict regulatory requirements regarding how complaints are handled, and these should be incorporated into your sales process and procedures. 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