Complaints Procedure

GreenNet aims to provide the best possible service to all of our members. As part of that service we have a process for dealing with any complaints to ensure we are able to resolve them satisfactorily.

The first thing to do if you have a complaint about any aspect of your service with GreenNet is to raise it with a member of staff in the relevant department. For example if it is a complaint about the support you receive, you should contact one of our support staff; likewise, if you have a complaint about a payment or invoicing issue you should contact our billing department. For more general complaints or if you are not sure who to contact, please contact us and we will direct you to the appropriate person. On receiving a complaint we will investigate the circumstances fully and take action to resolve it; and let you know the outcome as soon as possible and in any case within 10 working days.

You can contact us via the contact form on the website, by email to info@gn.apc.org or by phone, fax and post:
GreenNet, Development House, 56-64 Leonard Street, London EC2A 4LT, Tel (UK): 0845 055 4011 Tel (int’l): +44 (0)20 7065 0935 Fax: +44 (0)20 7065 0936

If you are dissatisfied with the response you get from the staff member involved then please ask to be referred to a different member of staff who will investigate your complaint and if necessary raise it with the whole GreenNet collective. We will let you know the outcome as soon as possible, and in any case within 5 weeks.

GreenNet is a member of ISPA (Internet Service Providers Association) and is registered with CISAS (Communications and Internet Services Adjudication Scheme). If you have followed the steps above and are still not satisfied that your complaint has been properly resolved, you can contact CISAS, who will act as an independent arbitrator.

CISAS
24 Angel Gate, City Road, London EC1V 2PT
http://www.cisas.org.uk
Telephone: 020 7520 3827
Fax: 020 7520 3829