July 2025 Complaints Handling Procedure
1. Introduction
This paper sets out details of our Complaints Handling Procedure It describes:
• What you can expect from us should you want to lodge a complaint about our services
• How to make a complaint
• The steps we will take (and timescales) to process and endeavour to resolve a complaint
• What steps you can take if you are still unhappy
2. Step 1 - Complaints and Customer Satisfaction
We always aim to provide the best possible service If we’re working near your home or business, our representatives on site will try and speak to you, or you can call us on 0800 975 7774 if you prefer�
We also recognise that there may be times when consumers will require additional assistance, support or help from us� We are committed to working with consumers directly in ways that are more suitable to them to ensure our customer service approach is inclusive
To find out more about how we can meet the needs of all consumers you can go to the ‘Supporting our customers’ section of our website
If you think there is something we can do for you to improve your experience with us, then please let us know
What we’ll do to put things right
If there’s a problem we’ll do all we can to put things right for you To help us do this we’ll ask you to provide the following information relating to your complaint� This will enable us to deal with it more efficiently:
1� Your full contact details (name, company name if applicable, address, telephone number and email address)
2� Full site address and postcode
3 Any relevant reference numbers
We treat all complaints seriously and confidentially All complaints will be handled in a courteous, prompt and straightforward manner
We will investigate any complaint fully, and provide a substantive response within 10 working days or 20 working days where a site visit or third party enquiry is required A site visit would be agreed at a convenient time with you
The different resolutions you can expect from our complaints team are:
• An apology where we’ve failed to provide a satisfactory level of service
• An explanation addressing the issue(s) you’ve raised
Taking any appropriate remedial action
• Awarding compensation in the appropriate circumstances under our Guaranteed Standards of Service as prescribed and monitored by the Northern Ireland Authority for Utility Regulation
Awarding a goodwill payment if appropriate to the circumstances
We use the information gathered from enquiries and complaints to continually improve the services we provide to all our customers
How you can contact us
By post: Evolve, Blackwater House, 14 Silverwood Industrial Estate, Lurgan, BT66 6LN
Tel: 0800 975 7774
Email: info@evolvenetwork.co.uk
Information can be obtained in braille, audio or large print on request and assistance can also be provided where English is not the first language� If any other accommodations are required to help make your communications with Evolve as accessible as possible, please let us know
3. Step 2 - Complaints and Customer Satisfaction
If you can’t reach agreement with our customer service team or our site representatives, the matter can be escalated to the Head of Customer Service who has the authority to review your complaint and take an independent view
The Head of Customer Service will investigate your complaint fully, and provide a substantive response within 10 working days or 20 working days from receipt of the escalated concern(s) where a site visit or third party enquiry is required
The contact details are:
Post: Evolve, Blackwater House, 14 Silverwood Industrial Estate, Lurgan, BT66 6LN
Tel: 0800 975 7774
Email: info@evolvenetwork.co.uk
4. Step 3 - Independent Review
We recognise that we may not always succeed in wholly resolving your complaint If you’re not happy and we haven’t reached a satisfactory resolution or we’ve issued a ‘deadlock’ letter, you can seek the assistance of the Consumer Council for Northern Ireland� A deadlock letter is a written notification from Evolve letting you know that we are unable to resolve your complaint any further The Consumer Council is an independent statutory body that aims to promote and safeguard the interests of all consumers in Northern Ireland� They will investigate your complaint and liaise directly with us, but you should have first approached our company and followed this complaint handling procedure
The Consumer Council will make a final decision and inform you of the outcome
The Consumer Council can be contacted at the following address:
Post: The Consumer Council, Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN
Tel: 0800 121 6022
Email: info@consumercouncil.org.uk
Web: consumercouncil.org.uk
