1. HOW TO MAKE A COMPLAINT

1.1. By Email:

Send an email to our Customer Service team at admin@greystone-energy.co.uk.
Please include your name, contact information, and a detailed description of your complaint.

1.2. By Phone:

Call our Customer Service hotline at 01382 370269

Our team is available from 8am-5pm, Monday – Friday

1.3. By Mail:

Write to us at:

Greystone Energy
Attn: Complaints Department
Unit 2, 10 Tom Johnstone Road, West Pitkerro Industrial Estate, Dundee, DD4 8XR

2. INFORMATION REQUIRED

To help us address your complaint efficiently, please provide the following information:

Your name and contact details
Details of the product or service you are complaining about
A clear description of your complaint
Any relevant supporting documentation or evidence

3. OUR COMPLAINTS PROCESS

3.1. Acknowledgment:

Upon receiving your complaint, we will acknowledge receipt within 3-5 business days.

3.2. Investigation:

Our Complaints Team will thoroughly investigate your complaint. This may involve reviewing relevant records, speaking with employees involved, and examining any supporting evidence you provide.

3.3. Response:

We aim to provide a full response within 3-5 business days. If we need more time to investigate, we will inform you of the delay and provide an estimated resolution time.

3.4. Resolution:

Our goal is to resolve complaints to your satisfaction. If we are unable to do so, we will explain our decision and provide information on further steps you can take.

4. ESCALATION PROCESS

If you are not satisfied with the initial response to your complaint, you can request that it be escalated to a senior manager. Please outline the reasons for your dissatisfaction and any additional details that may assist in reviewing your complaint.

4.1. Escalation Contact:

Email: escalations@greystone-energy.co.uk
Phone: 01382 370269

5. EXTERNAL REVIEW

If you remain unsatisfied after following our complaints process, you may refer your complaint to an external body, such as an industry ombudsman or regulatory authority. We will provide you with contact details and guidance on how to escalate your complaint externally.

6. CONTINUOUS IMPROVEMENT

We are committed to learning from complaints and continuously improving our services. Feedback from our customers is invaluable in helping us achieve this goal.

7. CONTACT US

If you have any questions about our complaints procedure, please contact our Customer Service team:

Email: admin@greystone-energy.co.uk
Phone: 01382 370269
Address: Unit 2, 10 Tom Johnstone Road, West Pitkerro Industrial Estate, Dundee, DD4 8XR

Thank you for taking the time to share your concerns with us. Your feedback helps us to improve and provide better service to all our customers.

8. ALTERNATIVE DISPUTE RESOLUTION PROVIDER

If at any time a dispute arises between you and us that cannot be resolved you can refer the matter to be handled through RECC’s dispute resolution procedure, provided it falls within their remit. We must agree to follow this procedure if that is your wish. RECC is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find further information on the RECC website: www.recc.org.uk/consumers/how-to-complain