Service Delivery Policy

01. Purpose and scope

This Service Delivery Policy explains the arrangements under which GREENFIELD ENQUIRIES LTD provides commercial background research, business information verification and related written reporting services (the “Services”).

It should be read alongside our Terms & Conditions, Privacy Policy, Cookie Policy and, where relevant, our Complaints Policy.

The agreed assignment description, quotation and written acceptance determine the particular work to be undertaken. If an assignment document expressly varies a delivery arrangement in this policy, the agreed written terms will apply to that assignment, subject to applicable law.

02. Services covered

Depending on the assignment agreed in advance, the Services may include the following activities:

• Business background research: reviewing relevant publicly available company records and published business information relating to an identified organisation.
• Business information checks: checking specified company details or other agreed commercial information against relevant sources that can lawfully be accessed.
• Source comparison: comparing information from different sources and recording material inconsistencies, differences or gaps identified during the agreed research.
• Client-supplied material review: considering relevant documents or information supplied by the client where the material is suitable for the assignment and may lawfully be used for that purpose.
• Written findings: preparing a report or other written summary describing the agreed checks, available findings, source references where appropriate, and matters that remain unconfirmed.

The exact subject, research questions, sources, depth of review and report format depend on the assignment agreed with the client. Not every service or research method is available for every request.

Services not automatically included

Unless separately agreed in writing and legally appropriate, the Services do not include legal advice, statutory audits, regulated professional opinions, forensic examination, credit underwriting, financial advice, certification, a guarantee of a business’s reliability, or a prediction of future commercial conduct.

We do not represent that we can access confidential databases, restricted records, private accounts or information that is not lawfully available to us. We do not promise that every possible source will be available or that every fact about a subject can be independently established.

03. Enquiries and assignment acceptance

A prospective client may contact us through the website enquiry form or by using the contact details listed in this policy. Information provided at this stage helps us understand the request and decide whether it is suitable for further discussion.

We may decline or discontinue consideration of a request where the purpose, requested methods, available information or proposed use of the findings is unclear, inappropriate, unlawful or outside our capabilities.

04. Scope confirmation before work begins

Before an assignment is accepted, the client will be given a written description of the work proposed. As relevant to the request, this will identify:

• The organisation, business subject or information to be reviewed.
• The research questions and objectives.
• The categories of information or sources expected to be examined.
• The principal tasks included and any material exclusions.
• The report or other written deliverable to be supplied.
• The agreed fee, applicable payment stages and any approved expenses.
• The estimated start date and target delivery date or period.
• The agreed delivery method and the contact person for the assignment.
• Any important assumptions, dependencies or limitations.

The scope is based on the information reasonably available when the proposal is prepared. If a request cannot be defined sufficiently to provide a meaningful quotation or timescale, we may ask questions before making a proposal.

Any material change to the agreed scope, fee, deliverable or deadline must be communicated and accepted in writing before the additional work is undertaken, unless a different lawful arrangement has been expressly agreed.

05. Delivery timescales

Each assignment is assessed individually. Research times depend on the questions being examined, the amount of information involved, the accessibility of relevant sources, the need to clarify information and the format of the requested report.

When the delivery period starts

The delivery period begins on the start date expressly confirmed in writing for the assignment. Unless the written agreement states otherwise, this will be after the assignment has been accepted, the agreed initial payment requirements have been met and the information reasonably required to begin the work has been received.

The date an enquiry form is submitted, an automated acknowledgement is received or a quotation is requested is not, by itself, the start date for research.

Agreed delivery date

Where a target date or estimated period is stated in the written proposal, we will plan the work on that basis and use reasonable care and skill to meet the agreed arrangements. A date will be described as an estimate where it depends on source availability, client input or other factors outside our reasonable control.

If no specific timeframe has been agreed, the Services will be performed within a reasonable time having regard to the nature and scope of the assignment and the information available.

Working days

If an agreed timeframe is expressed in working days, it means Monday to Friday, excluding public holidays in England, unless the written assignment agreement defines it differently. The counting method, including the start day, will be clarified in the assignment confirmation where necessary.

06. Research and preparation process

The work is carried out according to the agreed assignment scope. Depending on the subject and the sources available, the process may involve:

1. Confirming the subject, questions and relevant identifying details.
2. Identifying suitable information sources for the agreed questions.
3. Reviewing relevant public records, published material and suitable client-supplied information.
4. Comparing relevant information and noting material differences or missing details.
5. Recording source references or the basis of findings where appropriate.
6. Preparing a written report that distinguishes findings from unresolved points and limitations.
7. Checking the report against the agreed scope before delivery.

The specific steps used will vary. A short verification task may require fewer steps than a broader review involving multiple organisations or numerous sources. We do not promise to examine every source that might exist or to obtain information from an organisation that does not respond.

Where information is unavailable, contradictory, incomplete or difficult to verify, the report may explain that limitation rather than present an uncertain conclusion as an established fact.

07. Reports and delivery method

What the client receives

The deliverable will be the report or written output specified in the accepted assignment. Depending on the agreed scope, it may contain:

• A summary of the research questions and scope undertaken.
• The relevant findings identified during the research.
• Source names, references or links where suitable and available.
• Comparisons or discrepancies identified between reviewed sources.
• Points that could not be confirmed and relevant limitations.
• The date or period to which the findings relate, where appropriate.

These items describe possible report contents, not a guarantee that every item will appear in every report. The actual deliverable is determined by the written assignment confirmation.

Delivery method

The delivery method will be agreed before work starts. Where electronic delivery by email is agreed, we will send the completed report to the email address nominated by the client. If another method is expressly agreed and is suitable for the assignment, that method will be used instead.

A report is treated as sent when it has been dispatched using the agreed method to the contact details supplied by the client, subject to any applicable legal requirements and any evidence that the delivery has failed. If we receive a delivery failure notice or are informed that the report cannot be accessed, we will reasonably assist with arranging another delivery attempt.

Clients should provide an accurate email address, maintain access to that account and check relevant inbox folders. If a file cannot be opened or appears incomplete, the client should contact us promptly and explain the issue.

Delivery does not mean a guaranteed outcome

Our deliverable is the agreed research work and written findings. It is not a guarantee that a business is suitable for a transaction, that a proposed supplier will perform as expected, or that a commercial decision will produce a particular result.

08. Client responsibilities

To help us carry out the agreed work efficiently, the client should:

• Provide accurate and sufficiently detailed instructions.
• Identify the relevant business or subject clearly.
• Explain the questions the research is intended to address.
• Supply relevant documents or context that have been agreed as necessary.
• Ensure that information and documents supplied to us may lawfully be shared and used for the requested purpose.
• Respond to reasonable clarification requests within the agreed period, where one has been specified.
• Review the scope and quotation before accepting the assignment.
• Notify us promptly if contact details, instructions or relevant circumstances change.

We may rely on information supplied by the client where it is reasonable to do so, while making appropriate checks within the agreed scope. We cannot independently verify every statement supplied to us.

If essential information is missing, inaccurate or supplied late, we may need to clarify the instructions, revise the delivery estimate or agree a change to the assignment. Any material effect on price or scope will be communicated before additional chargeable work is undertaken.

09. Feedback, queries and corrections

If the client believes that a delivered report contains a factual error, omits an expressly agreed item or does not correspond with the accepted scope, the client should contact us using the details in this policy.

To help us review the issue, the client should identify the relevant report, section or statement and explain the concern. Where available, the client may provide supporting material or identify the source believed to be relevant.

Review of reported issues

• We will review the concern against the accepted scope and the material available to us.
• Where appropriate, we will check the relevant source or working record.
• If we identify a factual error attributable to our work, we will take reasonable steps to correct it and provide an updated report or clarification where appropriate.
• If the information was accurate as recorded at the time but has subsequently changed, we will explain the distinction where it can reasonably be established.
• If a requested change involves new research, a different question or a broader scope, we will explain whether it is additional work and obtain agreement before charging for it.

We aim to acknowledge delivery-related queries within five working days and to provide a substantive response within fifteen working days where reasonably practicable. If a matter requires further source checks or is more complex, we will explain the reason for the delay and provide an updated response estimate.

These are service targets, not a restriction on any applicable statutory rights. A feedback request does not automatically mean that the original findings were incorrect or that a report must reach a different conclusion.

10. Changes to scope and additional work

A request for further research after an assignment has been accepted may change the work required. Examples include:

• Adding another company or business subject to the review.
• Introducing new research questions or additional categories of information.
• Requesting further source checks beyond the agreed scope.
• Requesting a different report structure or additional analysis.
• Asking for an update to findings after the original research period.
• Requesting additional meetings, explanations or separate deliverables not included in the original proposal.

Before undertaking chargeable additional work, we will explain the proposed change, any additional fee or pricing basis, and any effect on the delivery date. The client must approve the revised arrangement in writing before the additional work begins.

We will not treat a request for correction of an error attributable to our failure to carry out the agreed work as automatically chargeable additional work. Applicable consumer rights remain unaffected.

If the client does not approve a proposed change, the assignment will ordinarily continue under the original agreed scope if that remains practical. If it cannot reasonably continue, the parties will discuss an appropriate way forward under the assignment agreement and applicable law.

11. Delays, unavailable sources and limitations

Research depends in part on information sources and circumstances that may change. A delay or limitation may arise where:

• A relevant public record or website is unavailable or temporarily inaccessible.
• A source is incomplete, out of date, inconsistent or difficult to interpret.
• An organisation or third party does not respond to an enquiry, where contact has been agreed and is appropriate.
• The client has not provided essential instructions or information.
• The client requests a change to the agreed research scope.
• A legal, technical or operational issue prevents a planned research step.
• Events outside our reasonable control materially affect the work.

Where a material delay becomes apparent, we will inform the client within a reasonable time, explain the known reason, describe any practical impact on the agreed deliverable and provide a revised estimate where reasonably possible.

If a planned source cannot be accessed, we may propose an alternative source or explain the limitation in the report. We will not silently treat an uncompleted research step as completed. Any material change to the scope, fee or deadline will be discussed with the client.

Research findings are based on the sources and information available within the agreed scope and relevant research period. Records may change after the research is completed. Unless an update service is separately agreed, delivery does not include ongoing monitoring or automatic future updates.

12. Fees and payment arrangements

The applicable fee and payment requirements will be communicated in the written quotation or assignment confirmation before the client commits to the work. Fees may depend on the scope, number of subjects, research complexity, required deliverables and agreed timetable.

We do not impose an undisclosed fee after the client has accepted an assignment. If the original scope is no longer workable without a change to the price, we will explain the proposed change and seek agreement before proceeding with chargeable additional work.

Any applicable taxes, including VAT where legally chargeable, will be handled as required by law and reflected in the relevant quotation or invoice. This policy does not itself confirm that any particular tax applies.

Payment obligations, invoice disputes and any amount due following cancellation are governed by the accepted assignment terms and applicable law. Nothing in this policy removes a statutory right to a remedy where such a right applies.

13. Cancellation, suspension and termination

A client who wishes to cancel or pause an assignment should notify us in writing as soon as possible, identifying the assignment and the requested effective date.

The effect of cancellation depends on the assignment terms, the stage of work, any services already supplied, and any applicable statutory cancellation rights. Where a cancellation charge or payment for work completed may apply, its basis must be consistent with the agreed terms and applicable law.

If work has not started, we will review whether any payment has been taken and what the accepted terms and applicable law require. If work is already in progress, we will explain the position, including any work completed and any amount properly due under the agreement and applicable law.

We may suspend or end an assignment where essential information is not supplied, instructions materially change without agreement, continued performance would be unlawful, or another material contractual issue prevents the work from proceeding. Where appropriate, we will explain the issue and discuss reasonable next steps.

Consumers may have statutory cancellation rights for certain distance or off-premises service contracts. Where such rights apply, the relevant legal requirements govern the cancellation period, any request to begin work during that period and any payment that may lawfully be due. This policy does not replace the required cancellation information or forms where those are legally required.

For further information, please review our Terms & Conditions and Contact page.

14. Information handling and confidentiality

Information provided for an assignment will be handled in accordance with our Privacy Policy and applicable data protection requirements.

We aim to use information relevant to the agreed purpose and to limit collection and use to what is reasonably necessary for the assignment. Clients should not send sensitive personal information, confidential material or third-party records unless they are relevant, requested where appropriate and lawfully supplied.

Information may be processed or shared where necessary to provide the agreed Services, operate relevant business systems, meet legal obligations or otherwise where permitted by law. Any use of external service providers will be handled consistently with applicable data protection obligations.

Reports are prepared for the client and the purpose described in the accepted assignment. The client is responsible for ensuring that any onward disclosure or use of the report is lawful and appropriate. This does not override any disclosure rights or obligations imposed by law.

We do not promise absolute confidentiality in circumstances where disclosure is legally required or otherwise lawfully permitted. Any specific confidentiality requirements should be agreed in writing before work begins.

15. Service standards and statutory rights

We aim to provide the agreed Services with reasonable care and skill, to communicate material changes clearly and to deliver the agreed written output in accordance with the accepted assignment arrangements.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded or restricted. Where the Consumer Rights Act 2015 or other applicable legislation gives a client rights in relation to service performance, those rights remain unaffected.

If a client has a concern about the service, they may contact us directly or follow the process in our Complaints Policy.

This policy is intended to explain our service delivery arrangements. It is not legal advice and does not replace the specific terms agreed for an individual assignment.