Complaints Procedure


Imperial Green Systems Ltd is committed to providing high-quality services and products. We value feedback from our customers and take complaints seriously. This procedure outlines the steps to follow if you have a complaint and how we will handle your complaint to ensure a fair and prompt resolution.

Step 1: Informal Resolution

If you have a complaint, we encourage you to initially contact the relevant department or personnel directly. Many issues can be resolved quickly and informally. This approach often leads to a faster resolution and helps us improve our services.

Step 2: Submitting a Formal Complaint

If you are not satisfied with the response from the initial informal contact, or if you prefer to make a formal complaint from the outset, please follow the steps below:

  1. How to Complain:
    • In Writing: Send your complaint to the following address:
      Imperial Green Systems Ltd
      Crosby Court
      28 George Street
      B3 1QG
    • By Email: Send your complaint to
    • By Phone: Call us on 0121 243 7478 and ask to speak to the Complaints Manager.
  2. Information to Include:
    • Your name and contact details (email, phone, postal address)
    • A clear description of your complaint
    • Any relevant documents or correspondence
    • What you would like us to do to resolve your complaint

Step 3: Acknowledgement

We will acknowledge receipt of your complaint within 5 business days. Our acknowledgement will include:

  • The name of the person handling your complaint
  • A reference number for your complaint
  • An outline of the next steps

Step 4: Investigation

We will investigate your complaint thoroughly. This may involve:

  • Reviewing relevant documents and records
  • Speaking to the staff involved
  • Contacting you for further information or clarification

Step 5: Resolution

We aim to resolve all complaints within 28 business days. If the investigation takes longer, we will keep you informed of the progress and the reasons for the delay. Our response will include:

  • A summary of our investigation findings
  • An explanation of our decision
  • Any actions we will take to resolve your complaint
  • Any changes we will make to prevent similar issues in the future

Step 6: Further Action

If you are not satisfied with our response, you can request a review of your complaint by a senior manager. Please contact us within 14 days of receiving our response and explain why you are not satisfied. The senior manager will review your complaint and our handling of it and respond within 14 business days.

Step 7: External Resolution

If you remain dissatisfied after the internal review, you may refer your complaint to an external body, such as a trade association, regulatory body, or alternative dispute resolution (ADR) service. We will provide information on relevant external bodies upon request.

Record Keeping

We will keep a record of your complaint, our investigation, and the outcome. These records help us monitor our performance and improve our services.


All complaints will be handled in strict confidence. We will only share information with those who need it to investigate and resolve the complaint.

Contact Us

If you have any questions about our Complaints Procedure, please contact us at:

Imperial Green Systems Ltd
Crosby Court
28 George Street
B3 1QG
Tel: 0121 243 7478