Making a Complaint to Green Light Ventures

At Green Light Ventures, we are committed to providing ethical, respectful, and safe experiences for all participants. If you have any concerns about our services, we encourage you to share your feedback.

Our complaints procedure is as follows:

  1. How to Submit a Complaint

    • Please email us at hello@greenlightventures.co.uk with the subject line “Complaint” to ensure it reaches the correct team member.

  2. Acknowledging Your Complaint

    • You will receive an acknowledgment within 7 days to confirm that your complaint has been received and is under review.

  3. Our Investigation Process

    • We carefully review all complaints, gathering relevant information to evaluate your concerns. If the complaint involves a specific team member, it will be reassigned to another member of the Leadership Team to ensure objectivity.

    • We aim to respond with a resolution within two weeks. In cases where additional time is required, we will keep you informed with an updated timeline.

  4. Receiving the Outcome

    • You will receive a detailed response via email, summarising our findings and any actions taken. If you wish to discuss the resolution further, we are happy to arrange a conversation to address any additional questions.

    • After the complaint is resolved, we welcome feedback on the complaints process itself. This optional feedback allows us to improve the way we handle concerns and ensure the best experience for all participants.

  5. Confidentiality and Respect

    • Your privacy and confidentiality are important to us. Complaint details will only be shared with those directly involved in the resolution, and all communications will be handled with respect and impartiality.

  6. Accessibility and Language Options

    • We strive to make our complaints process accessible. If you would like to request this procedure in an alternative format or another language, please let us know, and we will do our best to accommodate your needs.

Our Commitment to Transparency


For more information about our ethical standards, please refer to our Sustainability and Environmental Commitments, Diversity and Inclusion Policy, and Anti-Racism Statement available on our website. We invite you to contact the Leadership Team with any questions about these values and how they guide our expeditions.

We value your feedback and see it as an opportunity to learn and improve. Thank you for helping us uphold our commitment to ethical, respectful, and responsible travel.