Jurassic Tree Services customer care policy and complaints procedure
This document sets out the standard of care and how it is maintained. It lets customers know:
- that we do care about our work and what our customers think of it
- what they can expect from us
- what to do if they are not satisfied or have a complaint Defining the standards
Our standards are defined by our customers so that we deliver the best care for them. We will:
- Regularly ask customers for their opinions on our service
- Use these opinions to shape the service we provide
- Be honest with customers about the services we can and can’t provide
Staff commitment Our staff are essential in delivering our services and ensuring our customers are satisfied. We will:
- Ensure our staff are sufficiently trained and competent to deliver our services
- Ensure our staff treat all customers with respect, courtesy and understanding
How we communicate Efficient correspondence with customers is essential in keeping them satisfied. We will:
- Listen carefully to the customer
- Be polite, honest and accurate with the information we provide
- Respond to all enquiries promptly and with courtesy
- Ensure the customer understands all information provided
- Conduct correspondence professionally and confidentially
- Inform customers of any changes or delays in good time
- Keep customers informed of any subsequent stages in the process & how we deliver the standard
- Provide written quotations for works including terms and conditions which may apply
- Ensure written quotations are uncomplicated and clearly worded.
- Ensure that customers are aware of our liability insurance and provide a copy when requested.
- Upon acceptance of the quote, schedule a date for works or a follow-up communication, establish what paperwork (Local authority consents) is required and make arrangements to acquire this
- All tree surgery work is undertaken, where applicable, to BS3998:2010 recommendations for tree work. All works is undertaken so as to minimise the risk of damage
- Where damage to property does exist this will be repaired/replaced or compensated for to the satisfaction of the customer
- Ensure the property is left clean and tidy as much as is possible.
- Provide a clear and uncomplicated written invoice following work where payment is not immediately received and a receipt for payment upon request
Measuring the standards, We want to ensure that our customer care is optimal and this will be measured by our customers. We will:
- Seek regular feedback on customer satisfaction
- Investigate all complaints thoroughly and in a timely fashion
- Use feedback and results of complaint investigations to influence changes in customer care Complaints/Grievances If you are not satisfied or have a complaint about the conduct/behaviour of a member of the team, our service or our work, then please contact Jacob or Rose: