Complaint Handling Procedure

Customer information

If you have any concern about our products or services, please get in touch and we will be happy to help in any way we can. Our key commitment is that we maintain a clear and formal written complaints procedure and take effective and prompt action to try and resolve any customer complaint.

Our procedure is as follows:

1. If you wish to make a complaint, please either write or send an email to the Dealer Principal.
a. Greentrees will acknowledge your complaint by letter, email or phone, within 3 working days of receipt.
b. Greentrees will issue an initial response or a final decision by letter or by email, as soon as possible or at the latest within 10 working days of complaint receipt.
c. If we issue an initial response and you notify us that it does not resolve your complaint, we will issue a final decision, by letter or email, as soon as possible or at the latest within a further 5 working days.
d. In all instances, if Greentrees justifiably need more time to investigate and manage your complaint (e.g. because it involves another party), we will provide written reasons why and an estimated date when we expect to be able to issue an initial response or final decision.

2. Greentrees will keep you informed either by letter or e-mail, whichever you prefer.
3. If you are not satisfied with our final decision, or if Greentrees exceed the response timescales. You can seek advice for further possible action from Citizens Advice or Trading Standards.
4. Greentrees will liaise, at your written request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Bureau, Consumer Advice Centre, etc.).

If you have any issues with Greentrees Caravanstore fill out our complaints form and we will do our best to try and resolve your issue as quickly as possible.

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