Customer Care Policy.

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
  • Provide alternative sources for services where we cannot help
  • 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 and provide a measurable specification for works to be undertaken
  • Ensure that customers are aware of our liability insurance and provide a copy with every written quotation
  • 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 and as we found it and to the customer’s satisfaction
  • Provide a clear and uncomplicated written invoice following work where payment is not immediately receive 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

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:

By phone: 0141 248 4176

By email:

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