Complaints Policy

How to complain

We encourage you to contact us first to resolve your issue. Most concerns can be resolved quickly through direct communication.

Step 1: Contact us directly

We encourage you to contact us first to resolve your issue:

• Email: sales@greentradesweb.com
• Phone: +44 0000 000000
• Address: 123 Street, Town, Postcode, UK

Step 2: Formal complaint

If your issue is not resolved, you can submit a formal complaint:

1. Send a written complaint to sales@greentradesweb.com
2. Include your name, contact details, and a clear description of the issue
3. Provide any relevant documentation or evidence
4. Specify what you would like us to do to resolve the complaint

Our response times & escalation

We aim to respond to complaints within the following timeframes:

• Initial acknowledgment: Within 2 working days
• Full response: Within 10 working days
• Complex issues: Within 20 working days (we'll keep you updated)

If your complaint concerns personal data

If your complaint relates to how we handle your personal data, you have the right to contact the Information Commissioner's Office (ICO):

• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
• Website: ico.org.uk
• Phone: 0303 123 1113

The ICO is the UK's independent authority for data protection and privacy rights.

What we need from you

To help us resolve your complaint effectively, please provide:

• Your name and contact details
• A clear description of the issue
• When the issue occurred
• What you would like us to do to resolve it
• Any relevant documentation or evidence
• Any previous correspondence about the issue

How we handle complaints

We follow a structured approach to handling complaints:

1. Acknowledge: We'll confirm receipt of your complaint within 2 working days
2. Investigate: We'll thoroughly investigate the issue and gather relevant information
3. Respond: We'll provide a detailed response with our findings and proposed resolution
4. Resolve: We'll work with you to find a satisfactory resolution
5. Follow up: We'll ensure the resolution is implemented and check you're satisfied

Records & resolution

We maintain records of all complaints to:

• Track patterns and identify areas for improvement
• Ensure consistent handling of similar issues
• Monitor our response times and resolution rates
• Comply with regulatory requirements

All complaint records are kept confidential and secure in accordance with our privacy policy.

Our commitment

We are committed to:

• Treating all complaints seriously and fairly
• Responding promptly and professionally
• Learning from complaints to improve our services
• Maintaining confidentiality throughout the process
• Providing clear and transparent communication

Contact

For complaints or concerns, please contact us:

• Email: sales@greentradesweb.com
• Phone: +44 0000 000000
• Address: 123 Street, Town, Postcode, UK

We aim to respond to all complaints within our stated timeframes.