Complaints Procedure

Complaints & Complaints Handling Procedure

COMPLAINTS

Complaints should be submitted in writing to [email protected].

In the first instance, please write to the member of the Green Tourism team with whom you last had contact – that is usually the quickest way to resolve a problem.

If you are still not satisfied, ask for your complaint to be escalated to their line manager.

The information we’ll need from you

We will need:

  • a clear, detailed description of what your complaint is about
  • copies of any letters or emails related to the complaint
  • your email address or postal address (so we can reply)

We will acknowledge complaints within 1 working day of receipt. We aim to respond to complaints within 10 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply.

If the problem is still unresolved, you can make a formal complaint to our Managing Director.

 

GREEN BUSINESS UK LTD COMPLAINT HANDLING PROCEDURE

The Client Services team are responsible for handling complaints relating to GBUK or members of Green Tourism.

Complaints About Green Tourism Members

  1. Complaints about Green Tourism members are confidential between GBUK and the complainant. Complaints will not be addressed specifically with the operator unless permission has been received in writing by the complainant to release their personal details. We will also ask for any photographic evidence and permission to share this evidence.
  2. b) Assessment reports are confidential between GBUK and the operator. Findings of assessments by the GBUK assessors as communicated to the operators will not be made available by the Client Services team to the complainant.

Procedure

The Client Services Team will acknowledge complaints within 10 working days of receipt. The process for dealing with complaints is as follows:

  1. Where the complainant has not written directly to the operator, copying in GBUK, the Client Services team will, where appropriate, request permission to copy the complaint to the operator for their comments.
  2. Where permission to copy is granted, the Client Services team will write to the operator asking them to respond directly to the complainant, with a copy to GBUK within 15 working days. If no response is received to this first letter by the date requested, a reminder letter will be sent to the operator.
  3. The Client Services team will log and update comments in the CRM and, should there be similar complaints on file, will discuss with the Lead Assessor to request the assessment be brought forward if necessary, or other appropriate action taken.
  4. Where necessary, the assessment will be made as soon as is practicable and complaints will be discussed at this point if permission has been forthcoming.
  5. Where permission is not granted, GBUK will not address these complaints specifically but will keep them in mind when carrying out any future assessment visits.

Withdrawal from GBUK Programme

An establishment will generally not be withdrawn from a programme on the basis of receiving one complaint. GBUK will however constantly monitor the customer feedback received against all establishments and should the volume or content of the feedback for one establishment be of concern to GBUK, appropriate action will be taken where necessary.

Non­ Green Tourism / Green Meetings Issues

The Client Services team will also respond to complaints received which relate to matters or establishments not covered by, or participating in our programmes. In these cases, the complainant will be made aware that GBUK has no jurisdiction over the matter, but, with the guest’s permission, will forward their comments to the relevant company for their attention.

Where possible the complainant will also be advised of an alternative organisation to assist them.