How to raise a complaint about a vehicle, service and/or aftersales

The easiest and quickest way to resolve an issue would be to get in touch with the Evans Halshaw retailer you have been dealing with. Our Associates will do their absolute best to assist you.

If you have been unable to resolve your concerns or issues directly with the Evans Halshaw retailer you've been dealing with, we will help you log a complaint with us and get you to the best possible resolution.

You can make a vehicle, service and/or aftersales complaint via our online form linked below. We aim to respond to all form submissions within 48 hours.

When we log a vehicle or service complaint on your behalf, the details you provide will be recorded and managed within a secure third-party platform, Reputation.com. This system is used to help us track, investigate, and resolve complaints effectively. Your information will only be used for the purposes of managing your complaint in line with our Privacy Notice, and we have appropriate data protection measures and contractual safeguards in place with Reputation.com to ensure your data remains secure and compliant with UK data protection law.

If you don't agree with the resolution we've proposed for your vehicle, service and/or aftersales complaint, you have the right to contact the Alternate Dispute Resolution service, provided by the National Conciliation Service (NCS). The NCS service provides an independent review of your complaint. You can raise a case with the National Conciliation Service here.

Raising a complaint about how we have handled your data

If you would like to raise a Data Subject Access Requests (DSAR) or any other data request, please request this via our online Data Enquiry Form linked below.

If you need to make a complaint about the way we have handled your data, we have a specially trained team who can help. Within one calendar month of your complaint being received, we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.

Alternatively, please find the contact details for our team at the end of this page.

If following your discussions with us about your data complaint, you remain dissatisfied, you may refer your complaint to The Information Commissioner’s Office (ICO) (UK Only). Information about how to make a complaint to the ICO can be found here.

How to raise a complaint about your Finance, Insurance or FCA regulated warranty product

If you need to make a complaint about the sale of a general insurance policy or a Consumer Credit Agreement, we have a specially trained team who can help. Upon completion of our investigation, we will provide a full response within 8 weeks, confirming the outcome of our review, or we will provide an update on the progress if more time is required.

Please find the contact details for our team at the end of this page.

If you cannot settle your financial products complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. For more details, visit Financial Ombudsman website linked below.

Please note: Financial Conduct Authority (FCA) Ruling 11 January 2024 - Complaints concerning Discretionary Commission Arrangements (DCA) Response Paused:

Where it is established that your complaint relates to relevant motor finance discretionary commission arrangements (DCA), in line with guidance set out by the FCA on 11 January 2024, we will temporarily pause our response until the FCA provide more information.

Further details in relation to the pause can be found on the FCA website linked below.

Driving support at every stage

At Evans Halshaw, we’re here to make sure every customer gets the right support when they need it.

Whether you’re managing your vehicle finance, have questions about your agreement, or want to explore settlement options, this section provides direct contact details for our panel of lenders to help you reach the right team quickly.

We understand that some customers may need extra support, and we’re here to help. Please get in touch with your local store so we can discuss how best to support you.

Questions about Finance Commission

If you'd like to know whether we were paid a commission by a lender for arranging your finance, or have a complaint relating to discretionary commission arrangements, please contact the lender directly. Many lenders now have dedicated pages for these enquiries.

You can find their contact details below along with more information about the Financial Conduct Authority’s review of motor finance commission practices.

To learn more about commission-related questions, we have provided some FAQs at the end of this page.