Complaints

If something has gone wrong, we want to hear about it — and put it right. We aim to acknowledge every complaint within one working day and resolve every complaint within ten.

How to make a complaint

Email complaints@evcablehub.co.uk with:

  • Your order number (if applicable)
  • A clear description of the problem
  • What you'd like us to do to resolve it
  • Photographs or screenshots, if relevant

Our complaints procedure

  1. Acknowledgement — within one working day. We'll confirm receipt and the name of the team member handling your case.
  2. Investigation — within five working days. We'll review the order, the product, any communications, and any installer reports if relevant.
  3. Resolution — within ten working days. We'll write to you with our findings, the action we propose to take, and any compensation if appropriate.
  4. Escalation — if you're not satisfied with our resolution, you can ask for the case to be reviewed by a member of our senior team. We'll respond to escalations within five further working days.

Alternative dispute resolution (ADR)

If we cannot resolve your complaint to your satisfaction, you have the right to refer the dispute to an Alternative Dispute Resolution (ADR) provider. If you would like details of an ADR provider that can handle your dispute, contact us and we will point you in the right direction.

You can also use the EU Online Dispute Resolution platform if you are an EU consumer.

Trading Standards and Citizens Advice

If your complaint relates to a possible breach of consumer law, you can also contact:

  • Citizens Advice — consumer advice on 0808 223 1133
  • Trading Standards — via your local council

Our service standards

We aim for:

  • 100% acknowledgement within 1 working day
  • 90% full resolution within 10 working days
  • 0% complaints unanswered

If we miss these standards on your case, please tell us — we use complaints data to improve.

Last updated: May 2026