Twisted Tree Surgery Ltd aims to deliver every job to a high standard. On the rare occasion something falls short, this is how to raise it and what to expect from us.
1. How to make a complaint
Please contact us as soon as possible after the issue arises. The quickest options:
- Phone Nick on 07956 031356
- Phone the landline on 020 8366 6974
- Email info@twistedtreesurgery.co.uk
- Write to Twisted Tree Surgery Ltd, 9 Vermont Place, Milton Keynes, MK15 8JA
Please include your name, the address the work was carried out at, the date of the work, and a clear description of what's gone wrong. Photographs help a lot.
2. Acknowledgement
We'll acknowledge receipt of any complaint within 2 working days.
3. Investigation
We'll investigate the complaint — which may involve visiting the site, speaking to the crew that carried out the work, and reviewing any photographs or correspondence. We aim to complete this stage within 10 working days. If it's going to take longer, we'll tell you why.
4. Response and resolution
We'll give you our findings in writing, along with a proposed resolution where appropriate. This may include returning to remedy any work, a refund or partial refund, or an explanation of why we don't believe further action is required.
5. If you're still not satisfied
If our proposed resolution isn't acceptable, you can ask Nick Fish, as company director, to review the complaint personally. If we still can't agree a resolution, you may wish to take the matter to:
- Trustatrader's dispute service, if your job was booked through them
- Citizens Advice for independent guidance
- The small claims track in the County Court, for matters that cannot be resolved through dialogue
6. Insurance & damage claims
We carry £5m public liability insurance. Where a complaint relates to accidental property damage during a job, please raise it with us immediately so we can notify our insurer and address it directly.
7. Our commitment
We treat every complaint as an opportunity to put something right and to improve how we work. You'll be treated with courtesy, listened to, and dealt with honestly.