Timber Tree Surgery Ltd - Complaints Policy

At Timber Tree Surgery Ltd, we always endeavour to provide the best service. However, on rare occasions, there may be times where a customer may not be completely satisfied. To ensure we can put things right as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards we aim to achieve.

Please contact us straight away with any concerns either by phone, email, or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint, Timber Tree Surgery Ltd aims to respond within 5 days. We will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event Timber Tree Surgery Ltd is unable to resolve your complaint having exhausted our complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

Timber Tree Surgery Ltd has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair, and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Timber Tree Surgery Ltd Terms and Conditions

1. Scope of Services:

Timber Tree Surgery agrees to provide tree care and maintenance services as outlined in the signed agreement, proposal or estimate.

2. Quotations and Payments:

All quotations provided are valid for a period of 28 days.

Payment terms and methods will be specified in the proposal or invoice.

Invoices not paid within 15 days of the due date will incur a 3% late fee.

3. Cancellation Policy:

Clients may cancel or reschedule services by providing 7 days' notice.

4. Access and Permissions:

Clients must ensure access to the property and obtain any necessary permits for the proposed tree services.

Timber Tree Surgery is not responsible for damages caused by insufficient access or lack of required permissions.

5. Scope Changes:

Any changes to the scope of work must be agreed upon in writing by both parties.

Additional services requested by the client will be subject to additional charges.

6. Liability:

Timber Tree Surgery is insured and will take necessary precautions to avoid damage. However, the client acknowledges that tree work involves inherent risks, and Timber Tree Surgery will only be liable for damages or accidents that we cause.'

7. Weather Conditions:

Services may be delayed or rescheduled due to adverse weather conditions or other factors beyond Timber Tree Surgery's control.

8. Satisfaction Guarantee:

Timber Tree Surgery is committed to customer satisfaction. If the client is dissatisfied with the services provided, Timber Tree Surgery will make reasonable efforts to address and rectify the issue.

9. Governing Law:

This agreement is governed by the laws of Scotland. Any disputes shall be resolved through arbitration or mediation in accordance with local regulations.

10. Confidentiality: - Both parties agree to keep any confidential information exchanged during the course of the project confidential.