OUR COMPLAINTS POLICY

EVINOX RESIDENTIAL COMPLAINTS PROCEDURE

At Evinox Residential, providing great customer service is a top priority. However, we recognise that there may be occasions when you’re not entirely satisfied with the service you receive. When this happens, we are committed to responding to all queries and complaints promptly, fairly, and effectively. We keep a full record of all communication, including details of phone calls, to help us understand and resolve issues efficiently.

Complaints policy

We use feedback and complaints to identify opportunities for improvement. Our complaints policy is designed to be

• Easily accessible and well published
• Simple to understand and use
• Time-bound, with clear expectations and regular updates
• Fair, with full and objective investigation procedures
• Confidential, protecting both customer and staff privacy
• Effective, addressing all concerns raised and offering appropriate redress
• Informative, enabling management to enhance our services

How to make a Complaint

If you’re dissatisfied with any aspect of our services, you can choose to contact us via:

1. Email: billing@evinoxresidential.co.uk
2. Phone: 01372 746 537
3. Post:  Evinox Residential, Unit 37 Barwell Business Park, Leatherhead Road, Chessington, Surrey, KT9 2NY

Our complaints procedure

Upon receipt of a formal written notice, the following procedure will be immediately instigated.

1. Acknowledgement:
You will receive written confirmation within 5 days (excluding weekends). We will then advise you of the investigation timeframe and when you can expect a formal written response.

2. Initial review:
This typically takes place within 7 days, but may extend to 21 days.

3. Investigation & Resolution:
Management will assess the matter in full and decide based on all information, if further investigation is required, you will be notified with an updated timeline.

4. Response:
A written formal response, including a clear explanation of the decision and any action taken, will be provided.

5. Escalation:
If you’re not satisfied with the outcome, you may escalate the matter externally to the Ombudsman, contact details to do so will be provided in your written response. If you remain unhappy you may contact a member of Parliament.

Our commitment

We guarantee that your complaint will be handled with professionalism and care.

Specifically we will:

• Fully investigate and respond.
• Notify you if a complex issue requires up to an additional 20 working days.
• Maintain confidentiality at all times.
• Acknowledge your complaint and issue a reference number.
• Treat your politely and respectfully.
• Always provide a named contact person and telephone number.
• Consider and offer an appropriate form of redress where needed.

We understand that making a complaint can be frustrating, and we value the opportunity to put things right. Your feedback helps us to grow and improve the services we provide to all our residents. No matter the issue, our team is committed to listening, responding, and resolving your concerns as swiftly and fairly as possible. We are here to help.