Connick Tree Care | Customer Care

Connick Tree Care strives to provide services which are responsive and combine quality with value for money. To ensure the quality of our service provision remains high and consistent, Connick Tree Care welcomes customer and client feedback, including complaints, suggestions and compliments. Acting on feedback from clients and customers enables Connick Tree Care to improve and develop our service performance.

Connick Tree Care will record and review all complaints and suggestions’, helping us to identify what is going wrong and how we can resolve the issue. Records of all complaints will be viewed by the Managing Director.

This line is open during normal office working hours 08.30 to 17.30 hours, Monday to Friday.

Other information about the many aspects of our work can be found on our website: www.ConnickTreeCare.co.uk

Should a letter be the preferred choice of feedback / complaint, please sent it to the address below.

In all instances the feedback will be forwarded to the respective department and / or appropriate manager. Connick Tree Care aims to acknowledge and respond to all written communications:

Ø Full response within 10 working days or an explanation as to why a reply may be longer.

Ø Acknowledged within 24 hours, either by the administration department or directly by the manager.

Ø Full response from the individual member of staff within 5 working days or an explanation as to why a reply may take longer.

All communications will clearly state that authors full name and job title. Responses will be clear and concise, providing adequate information and explain the reasons for any decisions or delays in providing a service or resolution.

Connick Tree Care will provide face to face meetings at site, at their Head Office or an agreed alternative.

All complaints will be viewed positively and treated as part of the process of maintaining a high quality service. They will be dealt with promptly, efficiently and in a fair manner. Connick Tree Care will not discriminate against anyone or organisation because they have made a complaint.

Complaints will be treated confidentially and without prejudice. Information regarding the complaint will only be shared with those who ‘need to know’ or who are being consulted.

Each complaint will be logged on the database and given an individual reference number.

If you feel you have not received the standard of service you expect or that Connick Tree Care may not be providing an adequate service in a particular area it is best to try and resolve the issue at the appropriate level.

Complaints will be investigated by the manager responsible in the relevant area, unless it is about them, in which case their Line Manager will investigate. Complaints will be acknowledged within the stated time frames. The complainant will be forwarded a complaint form and required to fill out and return the document.

The investigating manager will look into the complaint, consulting with others as necessary, and prepare a written response. The written response will summarise the complaint, briefly explain the process of the investigation and detail the outcome. Where appropriate the manager will meet the complainant to explain the outcome of the investigation and any action to be taken as a result of this. The response will detail the next steps of the process if the complainant is not satisfied with the outcome.

The investigation and written response will be completed within 10 working days of receipt of the ‘complaints form’. If it is not possible to meet this deadline, the complainant will be informed in writing of the reasons. Copies of the written record of the complaint, the response and all other associated papers will be passed to the Managing Director.

If the complainant is dissatisfied with the outcome, or the length of time an investigation takes, she / he will be advised to make a written complaint to the Managing Director, Mr Michael Connick.

The Managing Director will look into the complaint, consult with others if necessary, and prepare a written response. This written response will summarise the complaint, explain the process of investigation and detail the outcome. Where appropriate the Managing Director will meet with the complainant to explain the outcome of their investigation and any action to be taken as a result of this.

The investigation and written response will be completed within 10 working days of the receipt of the written complaint.

If the complaint is not resolved in 10 working day, the complainant will be informed in writing of the reason of the delay, and how and when the complaint may reasonably be expected to be resolved.

Copies of the record of complaint, the written response and all other papers will be filed appropriately at the Connick Tree Care Head Office.

If the complainant is unhappy with the outcome of a stage 2 complaint or the management of the investigation, independent adjudication may be sought from the Arboricultural Association.

Connick Tree Care is a member of the Association’s Approved Contractors Scheme.

Ø Do our best to learn lessons, to improve our service and prevent a reoccurrence.