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

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:

Tommy Plummer

By telephone on 01780 460 111
By email on tommy@tptreecare.co.uk
Or by post: Mulberry Barn, Church street, Empingham, Rutland, LE15 8PN