Ayrshire Tree Surgeons Ltd prides itself on delivering ‘best in class’ services to our customers however should you feel that you have not received the service as agreed, please find the procedure for lodging a complaint detailed below.
Stage 1
Customer to log the complaint within 7 days of the work being carried out. This must be done by notifying Ayrshire Tree Surgeons in writing and sent to Ayrshire Tree Surgeons, North Hourat, Largs Road, Kilbirnie, KA25 7LJ or email us at info@ayrshiretreesurgeons.co.uk detailing the property address, date of work carried out and the nature of the complaint with any supporting photographs or documentation.
Stage 2
Ayrshire Tree Surgeons will review all evidence, both provided by the customer and internal documentation, and provide an update to the customer within 5 working days from when the complaint is received as to whether the complaint is upheld.
If the complaint is not upheld, Ayrshire Tree Surgeons will provide an explanation as to why the complaint is being rejected. If the customer is unhappy with this decision, they must submit in writing to Ayrshire Tree Surgeons, North Hourat, Largs Road, Kilbirnie, KA25 7LJ with additional documentation to support their appeal. This must be received within 5 working days of notification that their complaint has not been upheld.
This will be reviewed, and the decision on this appeal will be communicated to the customer within 5 working days from the appeal being received.
Stage 3
If the complaint is upheld, Ayrshire Tree Surgeons will engage with the customer to agree in writing the corrective course of action. This will be conducted within 2 working days from notification that the complaint is upheld. Once agreed , Ayrshire Tree Surgeons will endeavour to rectify the issue within 10 working days from corrective action agreement.
