Greener Living Limited is committed to providing a quality service for its customers and partners working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and partners, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Greener Living Limited defines a complaint as ‘any expression of dissatisfaction (with Greener Living Limited, with a member of staff, or with a business partner) that relates to Greener Living Limited and that requires a formal response’.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Responsibility for Action: All Staff of Greener Living Limited.
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Greener Living Limited maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Greener Living Limited will produce annually an anonymised report of complaints made and their resolution.
In the first instance, if you are unable to resolve the issue informally, you should write or email to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a member of Greener Living Limited staff, you should write formally to the individual concerned. In your letter, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 28 working days.
You can contact us to complain by calling 03335 770 252 or email firstname.lastname@example.org or in writing to 2 Waterside Court, Bold St, Sheffield S9 2LR.
HIES – ADR Scheme (Alternate Dispute Resolution).
HIES provides unbiased dispute resolution services free of charge.
In certain circumstances, if you find that you are unable to reach a conclusion or are unsatisfied in the event of a dispute. It’s in these times when ADR can help find a resolution to your complaint. ADR is unbiased and will find a fair resolution to the dispute and agree this with both parties.
Mediation and conciliation are a voluntary process involved with HIES in order to help settle a dispute. HIES will appoint an officer to discuss the problems with both parties to try to reach an agreement.
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Greener Living Ltd is authorised and regulated by the Financial Conduct Authority FRN 911633.
We act as a credit broker not a lender and offer finance from a panel of lenders.