Mr Green will endeavour to make your experience with us an enjoyable one. However, if you feel dissatisfied with the quality of our product/s and you are not satisfied with the help from our customer service team you may raise a formal complaint via live chat, telephone or email. Kindly note that we do not accept complaints via social media.
A formal complaint shall be deemed to have been submitted in a valid manner when it contains clear information regarding your identity. Kindly ensure to include the following information:
- Full name
- Date of birth
- Home address
- Registered email address
- Mobile number
We would also kindly ask you to include all relevant information about your complaint. Even though we do accept complaints via live chat and telephone, our team may ask you to summarize your complaint in an email to ensure we have all relevant information to be able to assist you in a timely manner. If we find we have not received enough information to handle the complaint, we will return to you and request further information.
Once we have received your complaint, we will endeavour to acknowledge that we received the complaint within 24 hours.
Your complaint will be investigated internally and we will do our utmost to reply to you no longer than eight weeks after receiving the complaint.
If you are not satisfied with the outcome of the complaint after the first stage of our complaints process you may dispute and the complaint will be escalated to the second stage further review.
If 8 weeks have passed without a solution to the complaint or following a deadlock letter from our second stage complaints team and you are a UK resident, you may submit your dispute to an independent third party dispute resolution free of charge. Mr Green is using the ADR eCOGRA to whom you may submit your dispute to.