Complaints Policy

01 Our Approach

GREENFIELD ENQUIRIES LTD aims to handle complaints fairly, consistently and with appropriate attention to the issues raised. We recognise that a concern may relate to the research process, the presentation of findings, communication or the handling of an agreed assignment.

We will consider the information available, review relevant correspondence and explain our conclusions in a clear and proportionate manner.

Making a complaint will not, by itself, determine the outcome of a review or remove any rights available under applicable law.

02 What Can Be Raised?

You may raise a complaint about matters connected with our business research services, including:

• The way an enquiry or agreed assignment was handled.
• Whether the work appears consistent with the confirmed research scope.
• Errors, omissions or unclear explanations in a report.
• Communication, progress updates or agreed delivery expectations.
• Fees, changes to scope, cancellation or refund arrangements.
• The handling of information submitted in connection with an assignment.

Our research reflects the sources reviewed and information available at the time. A difference of opinion about a commercial conclusion, or the fact that information is unavailable, does not automatically establish that the service was delivered incorrectly. We will nevertheless consider specific concerns about the accuracy, source treatment or presentation of findings.

03 How to Submit a Complaint

Please contact us using the details on our Contact page or email enquiries@greenfieldenquiries.services.

To help us review your complaint, please include, where available:

• Your name and a suitable contact method.
• The organisation or assignment concerned, including any reference number.
• A clear description of the issue and when it occurred.
• Relevant emails, report sections or other supporting information.
• The outcome or corrective action you would like us to consider.

You do not need to use formal legal language. If information is missing, we may ask reasonable questions to understand the issue. Please avoid sending unrelated personal data or material you are not authorised to disclose.

04 How We Review Complaints

Our review will normally involve the following steps:

1. Receipt and understanding. We record the concern and identify the main issues that need to be considered.
2. Information gathering. We review relevant correspondence, the agreed scope, available report material and other relevant records.
3. Assessment. We consider the facts available, any explanation provided and whether the service appears consistent with the agreed arrangements.
4. Response. We communicate our findings, any appropriate corrective steps and any further action that may be available.

If the complaint concerns work carried out by a particular individual, we will seek an appropriate review of the matter. Where practicable, a complaint will be considered by someone other than the person whose work is directly challenged.

05 Acknowledgement and Response Times

We aim to manage complaints within the following service timeframes. Working days are Monday to Friday, excluding public holidays in England.

These are service targets rather than a guarantee that every complaint can be resolved within the stated period. Any separate statutory or contractual deadline that applies will continue to take precedence.

06 Possible Outcomes

The outcome will depend on the circumstances and the evidence available. Where appropriate, we may:

• Explain a decision, finding or part of the research process more clearly.
• Correct a demonstrable factual or presentation error.
• Provide a revised or supplementary report where agreed and appropriate.
• Discuss a practical remedy where a service shortcoming is identified.
• Review an invoice, cancellation or refund request under the applicable terms and law.
• Explain why the available information does not support the requested change.

A particular outcome is not guaranteed. Any remedy will be considered in light of the findings, the agreed scope and applicable legal requirements.

07 If You Remain Dissatisfied

If you are dissatisfied with our response, you may reply to the correspondence explaining which aspects remain unresolved and provide any additional relevant information. We will consider whether a further review is appropriate.

You may also seek independent advice or use any court, statutory or other complaint route available to you under applicable law. The appropriate route depends on the nature of the dispute, the parties involved and the circumstances.

Nothing in this policy is intended to restrict a person’s statutory rights or prevent them from contacting a competent authority where legally appropriate.

08 Complaint Records and Privacy

We may retain complaint details, relevant correspondence, supporting information and the outcome of a review for legitimate business, record-keeping and legal purposes.

Access to complaint information should be limited to those who need it for the review or related responsibilities. Personal information will be handled in accordance with applicable data protection requirements and our Privacy Policy.

Records will be retained only for an appropriate period considering the purpose of retention, legal obligations and any relevant dispute or claim.

09 Contact Details

Please use the following details to raise a complaint or request clarification about this policy.

Company: GREENFIELD ENQUIRIES LTD
Company number: 16635799
Email: enquiries@greenfieldenquiries.services
Telephone: +44 7769 623699

You may also visit our Contact page to send your message.