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Complaints Procedure

We aim to provide all our customers with a high level of service at all times. However, if for any reason you are not satisfied with the service that you have received from us, please contact our Customer Care Team on 0800 316 4454 or customer.care@evengreener.com and they will investigate and respond to your complaint.

If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to the Customer Care Team and are not happy with the response that you have received then you can escalate your complaint. All complaints should be made using the email form which can be accessed through the button below this paragraph.

If you have made a complaint to the Customer Care Team and are not happy with the response that you have received then you can escalate your complaint. All complaints should be made using the email form which can be accessed through the button below this paragraph.

Make a formal complaint.

What happens next?

When the Customer Care Manager has received your complaint, they will acknowledge it within two working days.

We will then fully investigate your complaint and aim to respond within 5 working days.

Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the Customer Care Manager then you may make an escalated complaint to the E-commerce Manager.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

  • Your name and contact details
  • Your order number
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write “Complaint” clearly on the top of your letter or in the subject line of your email.
  • Please send your complaint to:

E-commerce Manager
Evengreener.com
1200 Century Way
Thorpe Park
Leeds
LS15 8ZA

What happens next?

When the Ecommerce Manager has received your complaint, it will be acknowledged within two working days. We will then fully investigate your complaint and aim to respond within 10 working days.

If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.

Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What if I have suggestions and comments rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please use the button at the bottom of the page and they will be passed on to the relevant department or project team as appropriate.

Alternatively, to make a suggestion, please click here.
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