Complaints Procedure

Our Commitment

At Ecovo, we are committed to providing a professional, independent and high quality arboricultural consultancy service.

We value our clients and take pride in delivering clear advice, responsive communication and objective recommendations. However, if you are dissatisfied with any aspect of our service, we want to know so that we can investigate your concerns, resolve any issues where possible and continually improve the service we provide.

How to Raise a Complaint

If you have a complaint, please contact us as soon as possible using the contact details provided on our Contact page.

To help us investigate your concerns efficiently, please include:

• Your name and contact details.
• Details of the project or instruction.
• A clear description of your complaint.
• Copies of any relevant correspondence or supporting documents.
• The outcome you are seeking, where appropriate.

What Happens Next

Once we receive your complaint, we will:

• Acknowledge receipt within two working days wherever reasonably possible.
• Review the information provided.
• Investigate the matter thoroughly and impartially.
• Contact you if we require any further information or clarification.

We aim to provide a full written response within ten working days. Where this is not possible due to the complexity of the matter, we will keep you informed of progress and provide an updated timescale.

Our Approach

Every complaint is considered fairly, objectively and in confidence.

Where we identify that our service has fallen below the standards we expect, we will take appropriate steps to resolve the issue and use the experience to improve our procedures and service delivery.

If You Remain Dissatisfied

If, after receiving our response, you remain dissatisfied, please let us know. We will undertake a further review where appropriate and consider whether any additional action can reasonably be taken to resolve the matter.

Continuous Improvement

Client feedback, including complaints, plays an important role in helping us improve our services.

We regularly review feedback to identify opportunities to strengthen our procedures, communication and overall client experience.

Contact

If you wish to make a complaint or discuss any concerns regarding our services, please contact us using the details provided on our Contact page.