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Complaints Handling Policy

If you need to make a complaint, please refer to the details below:

Company Name: Greener Grants
Address: Fairgate House, 205 Kings Road, Tyseley, Birmingham, United Kingdom, B11 2AA
Phone: 0121 769 1007
Email: contact@greenergrants.com
Website: www.greenergrants.co.uk
Company Registration No: [Insert Company Registration Number]
FRN: [Insert FRN Number]

Step-by-step complaints procedure:
If you are dissatisfied with any aspect of our service or products, we encourage you to voice your concerns so we can address them promptly and effectively.

  1. How and where to complain:

    • In person: You can visit our office during our business hours.
    • In writing: Address your letter to The Customer Complaint Manager at the provided address.
    • By telephone: Call us on 0121 769 1007 and ask for the Customer Services Department.
    • By email: Send your complaint to info@greenergrants.com.
  2. Complaint resolution timeline:

    • We endeavor to resolve your complaint immediately. If this is not possible, we will contact you within three business days to explain the delay, assign a handler to your complaint, and provide an estimated resolution timeline.
    • While we aim for swift resolutions, complex issues may take longer. We will keep you updated on the progress.
  3. Escalation process:

    • If we cannot reach an agreement within eight weeks, we will:
      • Provide a detailed explanation for the delay and an estimated resolution timeframe, or
      • Issue our final decision letter outlining our position.
    • After receiving our final decision letter or upon the lapse of the eight-week period, you may have the option to escalate your complaint to the Financial Ombudsman Service.
  4. Financial Ombudsman Service:

    • If you are dissatisfied with our final decision or if eight weeks have passed since lodging your complaint, you can contact the Financial Ombudsman Service for further assistance.
    • Please note that only complaints related to the sale of financial services should be referred to the Financial Ombudsman Service.

Contact Information for Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Tel: 0800 023 4567 (free from a fixed line) or 0300 123 9123 (cheaper from a mobile) or +44 20 7964 0500 (from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For any further queries or complaints regarding our services or products, please don’t hesitate to contact us at the provided details.

This Complaints Handling Procedure is approved and signed on behalf of Greener Grants Limited.