At Evander we are committed to providing a quality service to every single one of our valued clients. As part of this approach, listening and responding to the views of our customers is very important to us. It helps us to ensure that, if something doesn’t go to plan, we will put this right as quickly as possible.

Evander have been trading since 1984, and we’ve created hundreds of thousands of customer relationships in that time. Whilst we have plenty of experience, we understand that the learning never stops. Our customers drive us, so if we can make changes to ensure your satisfaction with our service, then we are always open and willing to take this on board.

So that you know where you stand if and when you need to raise an issue, we have created a check-list of the things we will do in this instance:

  • We ensure that raising an issue or complaint is made as easy as possible.
  • We will deal with any issue or complaint respectfully, promptly and politely.
  • We ensure we fully understand the issue or complaint, which allows an agreed solution to be fulfilled.
  • We clearly set out what we will do to address the issue or complaint within any required time frames.
  • We will apologise and acknowledge when we haven’t got things quite right.

As well as addressing any issues, one of our key aims and desires is to learn from our customers in order to improve our service. This may mean we need to redesign an existing process or it could mean we invest further time in the development of our people to prevent it from happening again.

To support these aims, Evander has a clear and fully documented process which supports the effective resolution of any issues. Every single one of our employees are empowered and encouraged to make sure they promptly address any issues raised. We also have a small dedicated team to help ensure more complex issues are investigated and resolved quickly, if and when they arise.

Raising an issue

Should you wish to raise an issue this can be done by calling our main contact number and speaking to anyone in the team, who will listen to your concern and endeavour to address this as quickly as possible. You can also email wecare@evander.com.

If we are unable to resolve your issue through our main team, or if you feel that the nature of the problem requires escalating, please contact any member of our Customer Care Team on 0345 155 7777 or by email at customercareteam@evander.com. The Customer Care Team will remain in contact with you until the issue you have raised has been resolved.

Where a formal complaint is raised, the Customer Care Team will carry out an investigation to ensure we address your concerns as quickly as possible, but will also dedicate time to clearly identify any failings that we need to address.

What if we need more time?

We aim to have all complaints resolved in a timely manner, however in some instances it may take longer. Should this be the case, your point of contact within the Customer Care Team will keep you regularly updated; explaining the reasons why and the actions we are taking. We recognise that communication is an extremely important aspect of customer care at all levels.