At Evolution Money, we are committed to providing a first-class service and handling complaints fairly, consistently and promptly. Your feedback is important to us and helps us improve the products and services we offer. If you are unhappy with any aspect of our products, services or the way we handle your personal data, please let us know as soon as possible so we can investigate and, where appropriate, put things right.
Complaints about our products and services
If you are not entirely satisfied with any aspect of our products or services, please contact us as soon as possible. We will investigate the situation and, where necessary, take steps to resolve the issue as quickly as possible. If we are unable to resolve your complaint within 3 business days of receiving it, we will acknowledge your complaint in writing within 5 working days of receipt and let you know who is dealing with it. We aim to resolve complaints as quickly as possible and will provide a full written response within 4 weeks of receiving your complaint wherever we can. Where a more detailed investigation is required, the process may take longer, but we will keep you informed of our progress and our intended timescales. Our maximum response period for a final written response is 8 weeks from receipt of your complaint.
So we can investigate your complaint thoroughly please include:
- Your name, contact details and agreement number
- What your complaint is?
- If you have the dates and names of the people who you spoke to
- How you would like us to resolve this?
Please send details of your complaint to [email protected], write to us at Evolution Money, 9 Portland Street, Manchester, M1 3BE,
or call us on 0161 814 9165.
We are here to resolve your complaint and will do everything we can to ensure you receive the best possible service. However, if you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. If this applies, we will provide you with details of how to do this in our final response. You normally have 6 months from the date of our final response to refer your complaint to them.
Website: www.financial-ombudsman.org.uk
Phone: 0300 123 9 123
Email: [email protected]
Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Complaints about how we use your personal data
If you have concerns about how we collect, use, share, store or otherwise handle your personal data, you can make a data protection complaint to us. This includes concerns about how we have used your information, the accuracy of the personal data we hold, how long we keep it, how we have responded to a request you have made, whether your information has been shared appropriately, or any other issue relating to the way we process your personal data.
You can submit a data protection complaint by email to [email protected] (please use a subject line such as Data Complaint),
by telephone on 0161 814 9165, or in writing to Evolution Money, 9 Portland Street, Manchester, M1 3BE.
We will acknowledge receipt of your complaint within 30 days of receiving it.
We will then take appropriate steps to investigate your concerns without undue delay, which may include making enquiries and asking you for further information where needed. We will keep you informed as appropriate and will tell you the outcome of your complaint without undue delay.
When contacting us, please provide enough information for us to understand your concern and identify the relevant records, including your name, contact details, account or agreement number (if applicable), and details of the issue you would like us to investigate. We may need to verify your identity before we can respond in full.
If you are dissatisfied with the outcome of your data protection complaint, you have the right to raise your concerns with the Information Commissioner’s Office (ICO). You can contact the ICO by telephone on 0303 123 1113, in writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or online. Further information about how to make a complaint is available on the ICO Website.
If your complaint relates both to our products or services and to the way we handle your personal data, we may manage the matter under both processes at the same time so that all aspects of your complaint are considered appropriately.
Representative 17.46% APRC (Variable)
For a typical loan of £23,120 over 120 months with a variable interest rate of 17.46% per annum, your monthly repayments would be £442.07. This includes a Product Fee of £2,312.00 (10% of the loan amount) and a Lending Fee* of £763.00, bringing the total repayable amount to £53,047.80. Annual Interest Rates range between 8.6% to 27.87% (variable). Maximum 50.00% APRC. *Lending Fee varies by country: England & Wales £763, Scotland £1,051, Northern Ireland: £1,736.
Think carefully before securing debts against your home. Your home may be repossessed if you do not keep up repayments on your mortgage or any other loan secured against it. If you are thinking of consolidating existing borrowing, you should be aware that you may be extending the terms of the debt and increasing the total amount you repay.
