Customer Care Policy

Purpose and Commitment 

Green Rose CIC is committed to delivering exceptional customer care that reflects our values of sustainability, inclusivity, and community empowerment. This policy outlines our approach to ensuring every individual who interacts with us feels respected, supported, and heard. 

We aim to: 

  • Provide clear, timely, and respectful communication 

  • Ensure services are accessible and inclusive 

  • Respond to feedback and complaints constructively 

  • Continuously improve based on community needs 

 

Who This Policy Applies To 

This policy applies to: 

  • All Green Rose CIC staff, volunteers, and contractors 

  • All individuals and communities we serve 

  • Partners, collaborators, and stakeholders 

Communication Standards 

We strive to maintain high standards of communication across all platforms: 

  • Tone: Friendly, respectful, and professional 

  • Clarity: Use plain language and avoid jargon 

  • Responsiveness: Acknowledge all queries within 3 working days 

  • Accessibility: Provide alternative formats (e.g., large print, audio) upon request

 

Service Delivery Principles 

Our customer care is guided by the following principles: 

Principle 

Respect 

Description 

Treat all individuals with dignity, respect and courtesy 

Transparency 

Be open about our services, processes, and limitations 

Accountability 

Take responsibility for our actions and decisions 

Inclusivity 

Ensure services are accessible to all, regardless of background or ability 

Sustainability 

Promote eco-friendly practices in all customer interactions 

 

Feedback and Complaints 

We welcome feedback as a tool for growth and improvement. 

Feedback Channels: 

A Brief Overview of Our Complaints Procedure: 

  1. Initial Response: Acknowledge within 3 working days 

  2. Investigation: Review and respond within 10 working days 

  3. Resolution: Offer a clear outcome and any follow-up actions 

  4. Escalation: If unresolved, refer to the Director or Board for review 

All complaints are logged and reviewed quarterly to identify trends and improvements. 

 

Accessibility and Inclusion 

We are committed to removing barriers to engagement: 

  • Offer translation or interpretation services where feasible 

  • Ensure physical spaces are accessible 

  • Provide digital content in accessible formats 

  • Train staff in inclusive communication and disability awareness 

Staff Training and Support 

All staff and volunteers receive training in: 

  • Customer service best practices 

  • Conflict resolution and de-escalation 

  • Safeguarding and equal opportunities 

  • Inclusive and trauma-informed communication 

Regular refreshers and peer support sessions are provided to maintain high standards. 

 

Continuous Improvement 

We review this policy annually and update it based on: 

  • Customer feedback 

  • Service evaluations 

  • Changes in legislation or best practice 

We also publish a summary of customer care performance in our annual impact report. 

 

Contact and Review 

For questions or suggestions regarding this policy, please contact: 

Green Rose CIC 

Email: info@greenrose.org.uk Phone: 0800 702 2528Website: www.greenrose.org.uk 

Statement Approval
This statement has been approved by the Board of Directors of Green Rose Sustainability CIC and will be reviewed annually.

Signed,
Georgina Sommerville
Director
August 2025