Customer Care & Complaints Procedure

Greenspace (UK) Ltd

If you have a complaint, we want to know as soon as possible to help us put things right promptly. Just contact our Customer Care Team with your details and a description of your problem. We are here for you Monday to Friday from 9.00am-5.30pm.

Call us:                0800 65 25 157 - Option 1 for Sales Enquiries & Option 2 for Orders and General Enquiries
Email us:             info@gogreenspace.co.uk
Write to us:         Crow House Crow Arch Lane Industrial Estate, Crow Arch Lane, Ringwood BH24 1PD
 

1. Introduction

The purpose of this policy is to stipulate how we will identify, manage and respond to any complaints received. This will include our regulatory obligations as a Financial Conduct Authority (“FCA”) regulated company, but also our commitment to our customers and our endeavour to always provide the best possible service. 

Complaint handling is a key part of our staff training plan, and we ensure that all customer facing staff have been trained in how to identify and manage complaints.

We recognise that issues can arise, and it is our priority to address them promptly and professionally and provide customer with a straightforward and efficient process for expressing any concerns or issues, since the same moment we are made aware of any shortcomings in our services.

The responsibility for complaint handling in our business sits with The Customer Care department, the designated person to manage the complaint within department will be identified as the Complaints Handler throughout this policy.

We believe that we provide a first-class service to our customers. 
To ensure that this statement remains true we will proactively: 

• Provide each Customer with a copy of our “How to Contact Us” leaflet when they first do business with us, it does include the Complaints Procedure for our services and/or Financial services.
• Train all our staff to identify and handle complaints, but also to understand the importance of our complaint management system. 
• Respond positively and professionally if our customers complain; and 
• Learn from any feedback provided by our customers and amend our processes if appropriate, to avoid repeat complaints. 

This policy will cover the handling of both eligible and ineligible complaints. The FCA define an eligible complaint as, ‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’.

Complaints relating to the finance products we offer to our customers as a consumer credit broker have strict regulations and time limits which we are aware of and must adhere to. This policy stipulates how we will ensure we are meeting these regulatory requirements and are known as eligible complaints.

Eligible complaints must also be from an eligible complainant, which would be one of our customers, or someone who has been appointed to act on behalf of our customer.

Ineligible complaints are all other complaints which do not meet the FCA definition. These are not covered by FCA regulations. Ineligible complaints can include but are not limited to; complaints about the standard of customer service or complaints about the timeliness and tidiness of our installation or delivery staff.

2. Regulatory References

PRIN 2.1.1

DISP 1

3. Handling Complaints

Customers can make a complaint free of charge by any reasonable means (letter, email, telephone call, personal visit).

• The following standards have been agreed throughout our business and are in line with our regulatory obligations: 
• All complaints will be managed and recorded in the Complaints Management System, information will be available to identify trends, repetitive issues and perform processes review/improvements.
• We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum. 
• In the case of financial complaints, if we cannot resolve a complaint within 8 weeks, then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service.

All Staff is empowered to raise a Service Call Request over a complaint as a priority to put things right promptly where something has gone wrong. Service call opened after a complaint is handled by Installation Managers through the Service standards.

Principles to handle complaints:

• Providing clear, accurate and complete information about how to complain and how to take complaints further.
• Listening to understand the complaint and the outcome they are seeking. 
• Acting fairly and proportionately, treating the complainant impartially, and without discrimination or prejudice.
• Making sure the customer`s statements are registered as they have provided.
• Keeping full and accurate record of the customer’s statements.
• Ensure that complaints are investigated thoroughly and fairly to establish the facts of the case.
• Putting things right is the priority, escalation and/or technical advice may be needed.
• Using all feedback and the lessons learnt from complaints to improve service design and delivery. 
• Having systems in place to record, analyse and report on the learning from complaints.

The principles set out here are intended to promote a shared understanding of what is meant by good complaint handling and to help deliver first class complaint handling to all our customers.

These Principles are not a checklist to be applied mechanically. Complaints handler should use their judgment in applying the principles to produce reasonable, fair, and proportionate results in all the circumstances of the case.  
The Ombudsman will adopt a similar approach when considering the standard of complaint handling. 
 

4. Steps Taken to Resolve Complaints

1. Register the complaints: All the customer attention and operations team are able to register customer complaints properly, making it available for the Complaints Handler.
2. Acknowledge the complaints: Once the complaint is effetely received, the Complaints Handler will issue the complainant with an acknowledgement letter within 1 business days, along with a copy of our complaint’s procedure, and the next steps expected.
3. Manage new complaints: Complaints Handler will start the actions to investigate and get the relevant team members involved in resolve and/or give a final response.
4. Follow up complaints: Customer Care department will follow up the progress of investigations and inform frequently the customer about status. If we do not have a final resolution for a complaint, we will notify customer with the complaint status every 2 weeks (+/-3 days).
5. Close and final response to complaints: Once the investigation ends, Customer Care will provide a final response and actions to close the complaint.

When we receive a complaint from a customer, we will immediately start to apply the Standard Operative Process: Complaints Management (appendix 1). Following the steps shown on the SOP the complaint will be thoroughly investigated, and the Customer will be kept appraised by the agreed communication method on a regular basis.

An extensive guide regarding how to contact the company is being delivered with the contract, also is available on the website and can be sent if requested by our customers any time. How To Contact Us leaflef available in appendix 2.

5. Monitoring and Review

• All customer and FOS complaints received and resolved will be recorded so we are able to highlight scenarios where customers have suffered foreseeable harm and identify trends through root cause analysis and make the necessary business changes or provide further training to improve the services to our customers and prevent repeat occurrences.
• This also includes considering whether such root causes may also affect other processes or products, including those not directly complained of.
• As per our monitoring plan, the Company carries out regular internal audits and gap analysis monitoring on complaint processes to ensure correct outcome occurred.
• Regular reviews of the audit results are held with senior management and an ongoing record of gaps, actions and improvements are maintained. We analyse the information we are provided and try to establish common trends.

Policy Reviews

This Policy Statement, along with any supporting documents, will be reviewed at least once a year and amended as required to ensure it remains up to date with any regulatory or internal business changes.

Updated 7th July 2026

Please see more information on how to contact us or complain here.