Insurance & Customer Feedback &
Complaints Policy

At EVLM, we value your feedback and are committed to providing the highest level of service. We encourage you to share your thoughts on our products and services, whether positive or areas for improvement.

How to Provide Feedback:

• You can reach us via email, phone, or through our website’s contact form. All feedback is reviewed and taken seriously as part of our ongoing commitment to excellence.

Complaints Process: If you are dissatisfied with any aspect of our service, we are here to help resolve the issue. Please follow the steps below:

1. Initial Contact: Get in touch with our customer service team via email or phone to explain the issue.
2. Resolution Timeframe: We aim to acknowledge and address your complaint within 5 working days. If a resolution requires more time, we will keep you informed of the progress.
3. Further Assistance: If you feel your complaint has not been satisfactorily resolved, you can escalate it via the complaints procedure outlined by the Renewable Energy Consumer Code (RECC). For more details, please visit: How to Complain.

Alternative Dispute Resolution (ADR): In the unlikely event that we are unable to resolve your complaint through our internal process, we work with an Alternative Dispute Resolution (ADR) provider, as part of our commitment to fair customer practices. You may refer your complaint to the ADR service, which will impartially review the dispute and help reach a resolution.

For more information on our ADR provider and how to escalate a complaint, please visit the RECC How to Complain page.