Complaints
GreenScript Complaints Policy
Last Updated: 18th Feb 2024
At GreenScript, we are committed to providing a high level of service and maintaining transparent communication with our users. This Complaints Policy outlines the procedures for submitting, handling, and resolving complaints to ensure a fair and efficient resolution process.
1. Purpose
The purpose of this policy is to establish a formal and structured framework for addressing and resolving complaints from users of GreenScript services. We aim to handle complaints promptly, fairly, and in a manner that promotes user satisfaction.
2. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction by a user related to our services, conduct, or the handling of personal information. Complaints can be submitted in various formats, including written, verbal, or electronic communication.
3. Submission of Complaints
Users may submit complaints through the following channels:
- Email: [email protected]
- Customer Support: Users can contact our customer support team to register a complaint verbally or in writing.
4. Complaint Handling Process
4.1 Receipt of Complaint: Upon receiving a complaint, we will acknowledge its receipt promptly. The acknowledgment will include a unique reference number and an estimated timeframe for resolving the issue.
4.2 Investigation: The complaint will be thoroughly investigated by our designated complaints resolution team. This may involve gathering additional information, consulting relevant records, and communicating with the parties involved.
4.3 Resolution: We are committed to resolving complaints as quickly as possible. The resolution may involve corrective actions, apologies, or other appropriate measures to address the concerns raised. The user will be informed of the resolution and any actions taken.
4.4 Escalation: If the user is dissatisfied with the initial resolution, they may request an escalation. The complaint will be reviewed by a higher-level authority within the company, and additional actions may be taken to address the concerns.
4.5 Final Response: Once a resolution is reached, a final response will be provided to the user, summarising the findings, actions taken, and any further steps if applicable. This response will be communicated in writing and include information about the right to escalate the matter further if dissatisfied.
5. Timelines for Resolution
We aim to resolve complaints within 7 business days from the date of acknowledgment. However, the complexity of certain issues may require additional time. In such cases, the user will be informed of the expected resolution timeframe.
6. User Feedback and Continuous Improvement
User feedback on the complaint resolution process is valuable to us. We encourage users to provide feedback on their experience and suggest improvements to enhance our services.
7. Recording and Reporting
All complaints received and their resolutions will be documented for internal records. Periodic reports on complaint trends, resolutions, and any systemic issues identified will be reviewed by management to drive continuous improvement.
8. Confidentiality
All complaints and related information will be treated with the utmost confidentiality. Information will only be disclosed to individuals directly involved in the investigation and resolution process.
9. Contact Information
For inquiries related to this Complaints Policy, users can contact our Complaints Resolution Team at [email protected]
This Complaints Policy is subject to periodic review and may be updated to reflect changes in processes or regulations. Users will be notified of any updates through our official communication channels.
