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OUR ACCREDITATIONS & PROOF OF INSURANCE
Our Complaints Procedure
Ryan Wells t/a County Tree Care is committed to providing exceptional service standards to all clients. However, if you wish to file a complaint, please follow the procedure outlined below.
Stage 1
Complaints must be submitted within 7 days after service completion. This should be done via email to info@countytreecare.co.uk or in writing by post to Ryan Wells t/a County Tree Care, 1 Jane Austin Close, Bordon, GU35 9FN. Your submission should include the property address, service date, nature of complaint, and any relevant photos or supporting documents.
Stage 2
Ryan Wells t/a County Tree Care will examine all customer-provided evidence alongside internal records and respond within 5 working days of receiving the complaint to confirm whether it has been upheld.
Should the complaint be rejected, Ryan Wells t/a County Tree Care will provide detailed reasoning for the decision.
If customers disagree with this outcome, they must appeal in writing to Ryan Wells t/a County Tree Care, 1 Jane Austin Close, Bordon, GU35 9FN, including additional supporting evidence. This appeal must reach us within 5 working days of receiving the rejection notice.
The appeal will be assessed, and a final decision will be communicated within 5 working days of receiving the appeal documentation.
Stage 3
For upheld complaints, Ryan Wells t/a County Tree Care will collaborate with the customer to establish a written remedial action plan within 2 working days of the complaint being upheld. Once both parties have agreed to the solution, Ryan Wells t/a County Tree Care will implement the necessary corrections within 10 working days of reaching this agreement.
Stage 4
If you are unsatisfied with our internal decision, we recommend contacting Citizens Advice or a solicitor.
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