Customer satisfaction is not only important to us, at Think Green Partners we put customers at the very heart of our business.
From the outset, our approach has always been to offer the highest standards of customer care – so if any of our clients not 100% happy with our service, we want to know. We investigate every complaint thoroughly and assess any concerns fairly and promptly, not matter how small. We understand that a swift and positive resolution is in all of our interests and we will make every effort to ensure that happens.
What to do if you have a complaint
Firstly, please get in touch as soon as possible and let us know about the problem. You can choose to contact us via any of the following methods:
Email: contactus@thinkgreenpartners.co.uk
Call: 0800 292 2929 and speak to the Complaints Team about your concerns.
Write: 56-58 Solutions House, Peregrine Road, Hainault IG6 3SZ
Our Complaints Process
Communication is key so rest assured, we will respond promptly to your complaint and keep you informed of our approach and timescales as we deal with it. Please bear in mind that some more complex issues may require time to investigate thoroughly, but we will advise you of what to expect. The timescales we adhere to are detailed below.
Initial Response
We will acknowledge your compliant within 24 business hours (Monday – Friday 9.30am to 6pm)
Within 4 Days
We will respond to your complaint (usually by phone or email) within four working days of receipt. Some issues can be resolved quickly and, if we are able to reach a satisfactory conclusion within this timescale, we will endeavour to do so. In this instance, we will then write to you to confirm the outcome.
If your complaint has not been resolved immediately we will advise you of the estimated timescale required to investigate, keeping you informed of progress at all times.
By 56 days
In the unlikely event that we have not been able to provide a final response to your complaint after 56 days (8 weeks), we will write to you again. This letter will give you an update on our progress; it will also include details of how to refer your complaint to The Citizens Advice Bureau, should you wish to do so.
Your complaint will only be closed once you have confirmed you are satisfied with the outcome.