Greenbank is committed to ensuring customers receive the best possible service at all times. We value your feedback and use it to identify the root cause of problems to ensure solutions are found that benefit you as well as other customers.

Our promises:

We will listen to you, and make every effort to understand your complaint
We care about why you are dissatisfied
We will endeavour to resolve your problem
We will take ownership of your complaint to ensure resolution
We will offer fair solutions quickly

Ways to feedback your experience

1- Informal procedures

If you have a named contact in Greenbank, make your initial complaint or give your feedback to them. If you don’t have a named contact, use the main contact numbers for Greenbank and our team will do their best to resolve your complaint immediately.

If your complaint cannot be dealt with, or if the matter you are concerned about is very serious, you should use our formal complaints procedure.

2 -Formal procedures

Formal complaints and feedback can be made in writing, by fax, or by e-mail, to any member of Greenbank staff. Our staff will make sure that your complaint is entered into our formal complaints process. We will acknowledge your complaint within two working days.

Our target will be to provide you with a considered response within 10 working days of receiving your complaint. If for some reason we cannot resolve the matter within 10 working days, we will keep you informed of the delay, the reasons for it, and will give you a date by which we will be able to give you a full reply.