EVision Electric Vehicles – Customer Feedback Policy
We always aim to provide a high standard of customer service in all our services. Our customers’ views are important to us and they help us ensure our services are consistently meeting peoples needs. If you are unhappy with any of our services it is important that you let us know. If a complaint alerts us to an issue regarding Health & Safety, our Health & Safety Manager will be informed and an investigation carried out.
MAKING A SUGGESTION
Often people feel more comfortable about suggesting improvements rather than complaining formally. If the suggestion is something that EVision Electric Vehicles as a company needs to consider you can send it to: complaints@evisionevs.co.uk.
Alternatively, you may post your suggestion to the following address:
EVision Electric Vehicles
Head Office
Whitewall Centre
Whitewall Road
Strood
Kent
ME2 4DZ
Your suggestion must be made in writing either in the form of a letter or via email.
Please understand and appreciate that we must have a full record of all correspondence and as such feedback cannot be handled via a telephone conversation.
MAKING A COMPLAINT
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from our full investigation to help us improve the service we provide. We treat all complaints in confidence.
In order to make a formal complaint, please write to us and send this via email or post. Our email address for complaints is complaints@evisionevs.co.uk
Alternatively, you may post your feedback to the following address:
EVision Electric Vehicles
Head Office
Whitewall Centre
Whitewall Road
Strood
Kent
ME2 4DZ
Your feedback must be made in writing either in the form of a letter or via email.
Please understand and appreciate that we must have a full record of all correspondence and as such feedback cannot be handled via a telephone conversation.
WHO CAN COMPLAIN
Anyone affected by the way EVision Electric Vehicles has operated can make a complaint.
A representative may complain for the affected person if they:
- have died
- cannot make a complaint themselves, or
- have given consent for the representative to act on their behalf
HOW YOU CAN MAKE A COMPLAINT
Proof of purchase from your vehicle hire – this can include your invoice, receipt, or a copy of your bank statement. If you are sending an email please either scan/photograph this information or include your booking reference number.
To ensure that we are able to investigate your feedback fully, please contact us within 3 weeks of your vehicle hire and no later. We regret that we are unable to assist with feedback after this time. Due to our commitment to our environment, we mainly accept and respond to feedback in electronic form via email.
The Customer Services Department is open Monday to Friday, 9am – 5pm.
Please be advised that it may take up to 10 working days to respond to your feedback due to investigations which may need to take place.
ANONYMOUS COMPLAINTS
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
RESPONSIBILITY
The Customer Service Department has overall responsibility for dealing with all complaints made about the service of all EVision collection / drop off points including Head Office and Bookings.
HOW WE HANDLE COMPLAINTS
The EVision Customer Service Department will deal with your complaint. Where other departments or collection points have been mentioned, the Customer Service Department will liaise with the aforementioned departments / collection points.
Where a complaint refers to a member of staff, the General Manager of EVision Electric Vehicles will be informed and will deal with the staff member accordingly.
A member of the Customer Service Department will investigate the complaint.
That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge the complaint within 3 working days.
Please be advised that it may take up to 10 working days to respond to your feedback due to investigations which may need to take place.
TIME LIMITS
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than 3 weeks later, we regret that we will be unable to assist with your feedback after this time.
REFUNDS AND COMPENSATION
As per EVision’s terms and conditions, refunds are strictly not provided, under any circumstances, unless required to do so by law.
A goodwill gesture may be provided on a case by case basis, at the discretion of the Manager or a Director of the company.
The decision of the Manager or Director is final.
Note: By providing your feedback, this does not automatically guarantee any form of compensation.
Updated: May 2022