Step 1 – Contact the EVCC Member
If you have signed a contract with an EVCC member and you are not happy with how something has been done, you should first raise the matter with the member in writing and give them a fair opportunity to resolve it. If you not satisfied with how our member has handled your complaint, you can direct your complaint to us for help in trying to resolve the matter.
Step 2 – EVCC’s Dispute Resolution Process and Registering a Complaint
EVCC is a CTSI approved Alternative Dispute Resolution body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
We have 4 ADR Officials, 3 of whom are based in the office and 1 who works externally. The team consists of 1 Head of Dispute Resolution and 3 Dispute Resolution Caseworkers. The Head of Dispute Resolution and 2 Caseworkers are employed on a permanent basis, and the remaining external Caseworker is appointed on a contractual basis. All Officials were appointed after a diligent application and interview process to assess their competency.
Full details of EVCC’s Dispute Resolution Process can be found here.
Please note Section 3.1 which provides details of the types of complaints that EVCC can deal with and Appendix 1, the Conflict of Interest Policy which sets out our process for dealing with a conflict of interest between a Caseworker and either party to a dispute. Please read this document carefully before registering a complaint. Complaints are accepted in English only. We accept domestic and cross border complaints from consumers or complainants acting on their behalf.
To register a complaint, download our Complaints Registration Form here.
Complete the Form and return it by email to firstname.lastname@example.org.
Due to Coronavirus the Dispute Resolution Team are working from home therefore, the most efficient method of registering a complaint is by email. If you are unable to register a complaint by email for any reason, please contact the Dispute Resolution Team on 0207 981 0850 to discuss alternative arrangements.
Step 3 – Acknowledging your complaint
We aim to process Complaint Registration Forms within 3 working days of receipt; if we think the issue(s) you are experiencing is beyond the remit of our dispute resolution process, we will let you know as soon as possible.
Useful information - If the trader is based in a different EU country
If you are a UK consumer with a dispute with a trader based in a different EU country there is a special service offering advice and support, the UK European Consumer Centre (UK ECC), hosted by the Chartered Trading Standards Institute.