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Complaints Procedure
At Green Central, we are committed to delivering an excellent service to all our customers. However, we recognise that there may be instances when you are not entirely satisfied with the service provided.
If you have any queries, suggestions, or complaints:
1. Initial Contact:
In the first instance, if you wish to address any concerns about our services, we encourage you to speak directly with a member of our team. They will make every effort to resolve the matter promptly or connect you with someone who can assist. You can reach us at the following contact details: sales@greencentral.co.uk or call
10483032
2. Complaint Submission:
If you choose to submit your complaint via email or post, we commit to sending you an initial acknowledgment of receipt within 10 working days. A comprehensive response to your complaint will be provided within 21 working days of receipt. In cases where a full response cannot be provided within this timeframe, we will keep you informed of the progress during our investigation.
3. Resolution:
Our goal is to address and resolve your concerns effectively on the first attempt. However, if you remain dissatisfied with the handling of your complaint and wish to escalate the matter further, please refer to the next step.
4. Competent Person Scheme:
Should you still find yourself dissatisfied after following all the stages of our internal complaints procedure, you have the option to apply to the Competent Person Scheme, of which we are a proud member. They will conduct an independent investigation into your complaint. Please direct your communication to the following address or utilise the provided telephone, fax, or email details:
Boiler Central
100 Thornes lane, Wakefield
Company: 10483032
help@compareboilequotes.co.uk
We appreciate your feedback and are committed to ensuring that your concerns are addressed promptly and fairly.
5. Financial Ombudsman Services (FOS):
We will co-operate fully with FOS in resolving any complaints made against us and agree to be bound by any awards made. The firm undertakes to pay promptly any fees levied by FOS.
The customer will be informed that they have the right to refer their complaint to FOS, free of charge but you must do so within six months of the date of our final response letter.
If they do not refer their complaint in time, FOS will not have our permission to consider the complaint and so will only be able to do so in very limited circumstances. For example, if FOS believes that the delay was as a result of exceptional circumstances.
FOS might not be able to consider your complaint if:
- Outside the allocated time frame of more than six years ago, and
- The complaint was more than three years after they realised (or should have realised) that there was a problem
- If we think that the complaint was made outside of these time limits, but this is a matter for FOS to decide.
- If FOS agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
Contact details for the Financial Ombudsman Service
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad). Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk
You can make a complaint through one of the Financial Ombudsman Services online forms, and find out more about the information you’ll need to have to hand before you start filling the form in. Make a complaint online (financial-ombudsman.org.uk)
