If you are not satisfied with the response you have received from our Customer Service team thus far, you may wish to make a more formal complaint to our Customer Service Manager. This should be made in writing, via letter or email, to hello@grainconnect.com. The title of your email should state you wish to make a complaint, as well as your Customer ID.
Our Customer Service Manager will review your complaint and respond within two working days. We aim to resolve all issues on first contact but, if an immediate solution cannot be achieved, you will be advised and the department will respond with further details within five working days. All responses to complaints will, where possible, be made in writing and come from the department manager. Where relevant, some complaints may be redirected outside of the Customer Service department to be addressed. In these instances, the relevant departments will have access to your service information and will be able to resolve your problem quickly.
If you are still unhappy with the response you have received, you can ask for your written complaint to be escalated to a member of our Senior Management Team. They will review your case in detail, including all the correspondence between Grain and yourself, and will make a final written response to you within 10 working days.