Wildwood Ecology (the Company) is committed to providing a high-quality service to its clients, and to working in an open and accountable way to build trust and respect.
One of the ways in which we do this is by listening and responding to our client’s views, in particular responding positively to complaints and putting right any issues that may occur.
Where a complaint is raised informally we aim to resolve it quickly and to the satisfaction of all parties, but if that is not possible the formal procedure detailed below should be followed.
We will endeavour to deal with all complaints promptly, politely and, where necessary, confidentially and will learn from them in order to improve our services to our clients.
In all cases we will treat you with courtesy, respect and fairness and we expect that you will treat us in the same way. The Company will not tolerate threatening, abusive or unreasonable behaviour by any complainant for whatever reason.
Formal Complaints Procedure
If you wish to raise a formal complaint against the Company please follow the process detailed below:
Where we have been unable to resolve your complaint informally you should put the details of your complaint in writing, email or letter, and send it to the Project Manager assigned to your project, or to our registered office address.
Once we receive your complaint we will:
- acknowledge your complaint within 5 working days and inform you who will be dealing with it
- the forenamed member of staff will look into your complaint, requesting further information where necessary
- within 10 working days of the date of your acknowledgement we will contact you in writing to confirm the outcome of your complaint, including any action we propose to take. If we are unable to meet this timeline we will contact you to explain why and to set a new date as appropriate.
If you are not satisfied with this response then please contact our Managing Director, Richard Dodd (firstname.lastname@example.org), in writing, email or letter, and request that your complaint and response be reviewed. We will acknowledge receipt of your request within 5 working days and will aim to respond within 10 working days. If this is not possible we will contact you to advise you of any delay.
We hope that we will be able to resolve your complaint satisfactorily but acknowledge that this is not always possible.
Our ecological staff are members of the Chartered Institute of Ecology and Environmental Management (CIEEM) and if your complaint relates to their technical competence you have recourse to CIEEM’s professional conduct inquiry procedure.