EVM Complaints
EVM UK Complaints Policy
Our promise
We aim to resolve problems quickly, fairly and transparently. Tell us when something isn’t right—we’ll put it right and learn from it.
How to contact us
Email (UK): [email protected]
Phone (weekdays 8am–5pm): 0345 520 5160 UK
Out of hours (urgent vehicle issues): 0345 520 5161
What to provide
Please remember to include the following information:
- Your organisation name
- Contact details
- Vehicle registration/VIN
- Where/when the issue occurred
- Any photos/documents.
What to expect
Acknowledgement – We will automatically confirm receipt and a someone will contact you within 1 business day.
Safety/accessibility first – Issues that may affect vehicle safety or accessibility are prioritised for same-day triage (during business hours).
Progress & resolution – We aim to resolve most vehicle/aftersales complaints within 7–10 working days. If third-party actions or parts affect timing, we’ll explain why and agree the next update.
Updates – We will keep you informed at least weekly while your case remains open.
Closure – We will confirm what we did, why it happened, and any steps we’re taking to prevent recurrence. If we don’t hear back within 5 business days, we may close the case—but we’ll reopen it immediately if needed.
Business customers
Most EVM sales are business-to-business. We handle complaints under the contract and warranty terms agreed with your organisation and will work with you to agree a plan and keep you updated until resolution.
If you purchased as a consumer
If you bought as a private individual for personal use, your statutory rights may apply. We will explain the relevant options when we review your case. (EVM does not offer finance products.)
Accessibility & support
If you need help to raise a complaint or prefer a different format (e.g., a phone call instead of email, large print, or a nominated representative), tell us—we’ll make reasonable adjustments.
How we use your data
We record complaint details in our secure system to manage your case, meet legal obligations, and improve our service, in line with GDPR. For data-protection requests/complaints we will provide a full response within 30 days. See our Privacy Notice for more.
Continuous improvement
We review every complaint for trends and root causes and share lessons across our sales, engineering, parts, and aftersales teams to improve product quality and service.
