Procedure for Dealing with Complaints
The Company prides itself in providing a high quality of service to our customers. If you are not 100 % happy with any aspect of our work then please make us aware of it so that we can try and put things right.
We ask that you make us aware of your concerns straight away but the complaint must be made within 48 hours of the incident/from the time that the matter came to the notice of the complainant for it to be investigated.
Please direct any concerns or complaints to our Company Director Mr Gavin Rodenhurst.
You can raise your concerns via the following routes:
When we receive your complaint we will telephone you straight away to acknowledge your concerns and follow this up in writing within the next 7 days.
We will then investigate your complaint and arrange to meet with you in order to discuss and try to resolve your complaint at a mutually convenient time but within a maximum time of 7 days of sending you the acknowledgment letter.
After discussing your complaint, we will write confirming our final position on your complaint and explaining our reasoning.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the decision.
At any stage, during the process, we may involve either our Insurers or seek Legal advice or advice from a Professional Arboricultural body where we deem it necessary.
Using TrustMark ADR Service
By law, we are required to inform you that TrustMark provides an alternative dispute resolution service that would be competent to deal with your dispute.
We have chosen to participate in the TrustMark alternative dispute resolution service, and as such, should you wish to use this service, you must do so by sending an email to: Disputes@TrustMark.org.uk, by telephoning: 0333 555 0334, or by writing to TrustMark at TrustMark House, 5 Prisma Park, Berrington Way, Basingstoke, Hants, RG24 8GT.
Signed: Gavin Rodenhurst
Dated: 7th January 2021