Complaints Procedure
"I'm not happy about this"
- a guide to making complaints to Action Trust about our services
If you are dissatisfied with a services or the way you have been treated, please let us know here
Commitment to Quality
A message from the General Manager:
"TREES Services Limited is committed to providing high quality services to its customers - but in any organisation things sometimes go wrong. Where people contact us to say we have not provided a satisfactory service, we treat this as a complaint and take it very seriously."
How can I make a complaint?
If you are dissatisfied with a service or the way you have been treated you can complain by:-
by writing to the Group General Manager at TREES Services Limited, 7 Jarrom Street, Leicester, LE2 7DG. A friend or relative can act on your behalf if you so wish.
If you are dissatisfied with a services or the way you have been treated, please let us know
Your complaint should be made in writing within 3 months of the event occurring. At our discretion, this time limit may be extended if there is a good enough reason that the complaint could not have been made within that time.
Your complaint will be investigated and dealt with as quickly as possible.
Your complaint should state:
- what, in your opinion, we did wrong or did not do;
- how you were affected by this;
- what you feel we should now do about it.
All complaints are usually responded to in writing.
You should normally get a reply in 10 working days. If the complaint takes longer than usual to deal with because of its gravity or complexity, the investigating officer will keep in touch with you to let you know what is happening.
What if I want a second opinion?
If, after having your complaint investigated, you are still not satisfied, you can contact the General Manager, who will carry out a review, again the response will normally be in 10 working days.
Still not happy?
If you remain dissatisfied, you can ask for the issue to be reviewed by TREES Services Limited Main Board. At this stage, you need to tell us why you feel such a review is necessary and what you expect to happen as a result of it. The Main Board will then review the complaint at their next scheduled meeting. All complaints are taken seriously, although any complaints made anonymously cannot be responded to. If you do wish to make a complaint, you can be assured of confidentiality where this is appropriate or requested. Where the complaint is of a serious enough nature, TREES Services Limited may direct you to the Main Board in the first instance.
