Complaints Policy & Procedure

If you are unhappy with any aspect of our service and would like us to investigate your concerns, please do not hesitate to get in contact with customersupport@greenerliving.co.uk

Still not happy? If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure will 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.

To make a complaint please use the contact details below:

Email: customersupport@greenerliving.co.uk

Telephone us on 03335 770 252

Write to us at 2 Waterside Court, Bold Street, Sheffield S9 2LR

When making your complaint, please give us as much information as possible including:

• Your name
• Your address
• A summary of your complaint
• Expected outcome

What happens next?

We will acknowledge receipt of your complaint within 5 working days (between Mon – Fri). When we acknowledge receipt of your complaint, we will set out the next steps. We aim to resolve complaints as soon as we can, but at the very latest, you’ll have a final response within 8 weeks of your initial contact. If for any reason we don’t think we can meet that deadline, we will contact you to let you know.

Monitoring and Reporting: Greener Living Limited will produce annually an anonymised report of complaints made and their resolution. This is to ensure we learn from situations we encounter and consistently strive to do better at what we do.

Financial Ombudsman Service

If your complaint is regarding finance around a product we’ve provided, you can refer your complaint to the Financial Ombudsman Service. You can contact them:

By post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

On their website: http://www.financial-ombudsman.org.uk

By email: complaint.info@financial-ombudsman.org.uk

By phone: 0800 023 4567 or 0300 123 9123

Questions?

If you have any questions about this procedure or anything else, please do not hesitate to contact us on 03335 770 252.