top of page

evacrest capital limited
client complaints policy

How To Complain

 

Letting us know when and why you are not happy gives us the opportunity to put matters right for you in a transparent way which helps to improve our service. For more detailed information please see our Complaints Procedure Policy.

 

What We Do

 

We aim to resolve any complaints regarding payment services within 3 business days of receiving it. If we need more time to complete our investigations, or if we are unable to resolve your complaint fully within 3 business days, we will endeavour to resolve your complaint within 15 days; or we will inform you of when we will be able to send a full written response to your complaint. We will keep you updated with our progress throughout.

 

We strive to resolve all other complaints within 8 weeks.

 

The time we have to resolve your complaint starts from the date it is received by us.

 

How To Get In Touch

 

There are three ways you can get in touch with us.

 

Whichever way you choose, in order to help us resolve your complaint, we’ll need to know the following things:

  • Your name

  • Your email / order number so we can record your concerns

  • A description of your concern

  • What you’d like us to do to put things right

  • A daytime phone number and the best time to contact you

 

Telephone

 

If you would like to speak to a dedicated Client Advisor regarding your complaint we will strive to resolve your complaint there and then.

 

Our Client Advisor Team can be reached by calling 07368510219. Our opening hours are 10am – 5pm (UK time), Monday to Friday, excluding Bank Holidays. 

 

Online

 

Sometimes it’s easier to type out your thoughts in a quick message, so feel free to either:

 

Should we need to discuss any confidential information with you, we may call you.

 

 

Letter

 

Alternatively, you may choose to write things down in a letter, but please remember to factor the postal service into our response time.

​

You can write to us at:

Client Care Team,

Evacrest Capital limited,

71-75 Shelton Street,

London, WC2H 9JQ

 

 

If You're Still Unhappy

 

If for any reason you're not happy with our response, please let the Client Advisor that handled your complaint know.

 

We then have the opportunity to see if there is anything further we can do. Once we're satisfied we've considered all aspects of your complaint, we will send you our final response.

 

Financial Ombudsman Service

 

If you’re not satisfied with the outcome of your complaint you can refer your complaint to the Financial Ombudsman service.

 

Time limits apply when making a complaint. So it’s best to take action as soon as you realise there’s a problem.

 

You’ll need to contact the Financial Ombudsman Service within 6 months of our final response.

 

The Financial Ombudsman Service might not be able to help if:

  • What you’re complaining about happened more than 6 years ago, and

  • You complain more than 3 years from when you became aware (or should have become aware) that you had a reason to complain.

 

To send the Financial Ombudsman Service an enquiry, or register a new complaint, here’s how to get in touch with them:

 

Website:   www.financial-ombudsman.org.uk

Helpline: 0800 0234567

​

Phones lines are open between 8am and 5pm, Monday to Friday. At times, you might need to wait to speak to someone.

 

Online:   www.financial-ombudsman.org.uk/contact-us/complain-online

​

You can make a complaint using one of their online complaint forms found on the link above.

 

If you would like further information on how the Financial Ombudsman Service can help with your complaint, please see their leaflet:

​

www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf

​

Further Information

 

Any procedural recommendations which have resulted from client complaints are analysed by our Directors who will make the necessary implementations in order to continually and consistently provide the highest level of service to our clientele.

​

We are required by the FCA to use the FCA’s standard Complaints Form and electronic reporting procedure via the Firms Online service to report on the number and types of complaints that we have received and when these complaints have been closed.

 

We will retain details of all complaints for a minimum time period of three years.

​

​

bottom of page