Customer Complaints Policy
Last reviewed — June 2026 | Evolv Energy Tech Ltd | RECC Member No. 00080317
We take every complaint seriously. If something has gone wrong, we want to hear about it, investigate it fairly, and put it right. This page explains how to raise a complaint and what happens next.
How to make a complaint
You can contact us using any of the following. There is no required format — a phone call, email, or letter all work equally.
Phone
0141 459 1374
Mon–Fri, 9am–5pm
enquiries@evolv.eco
Post
Evolv Energy Tech Ltd
Centrum House, 38 Queen Street
Glasgow G1 3DX
- What we will do
- Log your complaint and give you a unique reference number.
- Acknowledge receipt in writing within 2 working days.
- Investigate thoroughly — reviewing your installation records, certificates and, where needed, arranging a site visit.
- Send you our written findings and proposed outcome within 10 working days of receiving the complaint.
- If we cannot resolve your complaint, advise you in writing of your right to escalate to RECC.
Acknowledgement
Full written response
Site visit — standard
Site visit — no heating or hot water
Maximum before RECC referral right arises
Within 2 working days
Within 10 working days
Within 7 working days
Within 24 hours
8 weeks
If your complaint is complex and we need more time, we will always write to you within 10 working days to explain why and give you a revised date.
If you are not satisfied
If you have received our final response and remain dissatisfied, or if 8 weeks have passed without resolution, you can refer your complaint to one of the following independent bodies free of charge.
Acknowledgement
Our approved dispute resolution scheme for consumer complaints. Free to use. Approved by the Chartered Trading Standards Institute.
MCS Certification Body
For complaints about the technical aspects of your MCS-certified installation. Currently handled via Q Smart Light Ltd (ref. IAA10155).
Insurance-Backed Guarantee disputes: If your complaint relates to a claim under the IWA Insurance-Backed Guarantee, please contact IWA directly: enquiries@iwa.biz | 01604 654150. If unresolved, the Financial Ombudsman Service can be contacted at www.financial-ombudsman.org.uk or 0800 023 4567.
Your legal rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, or your right to pursue a complaint through the courts at any time. Free independent advice is available from Citizens Advice Scotland — 0800 028 1456 or www.citizensadvice.org.uk/scotland.
All Evolv contracts with domestic customers in Scotland are governed by Scots law.