Croft Ecology Ltd - Complaints Policy

1. Purpose

Croft Ecology Ltd is committed to delivering a high standard of professional ecological services. We take all feedback seriously and view complaints as an opportunity to improve our service.

This policy explains how clients, customers, and stakeholders can raise concerns and how we will respond.

2. Scope

This policy applies to complaints relating to:

• The quality or accuracy of our ecological advice or reports

• Professional conduct of our staff or subcontractors

• Communication, responsiveness, or service delivery

• Any perceived failure to meet agreed expectations

3. How to Make a Complaint

Complaints should be made in writing to ensure clarity and proper handling:

Email: complaints@croftecology.co.uk
Post: Croft Ecology Ltd, 43 Sparkenhoe, LE9 3EP

Please include:

• Your name and contact details

• Project reference (if applicable)

• A clear description of the issue

• Any relevant supporting information

4. Complaint Handling Process

Stage 1 – Acknowledgement

• We will acknowledge receipt of your complaint within 2 working days

Stage 2 – Investigation

• A Director (typically our Director of Ecology where not directly involved) will investigate

• We may contact you for clarification if needed

Stage 3 – Response

• We will provide a written response within 10 working days of acknowledgement

• If more time is required, we will inform you and provide an updated timeframe

5. Outcomes

Following investigation, we will:

• Explain our findings clearly

• Identify whether the complaint is upheld, partially upheld, or not upheld

• Where appropriate, outline corrective actions (e.g. clarification, amendment, or internal review improvements)

6. Escalation

If you are not satisfied with the outcome, you may request a further review by a Director.

Where relevant, complaints relating to professional conduct may also be referred to:

• Chartered Institute of Ecology and Environmental Management (for members bound by their Code of Professional Conduct)

7. Confidentiality

All complaints will be handled confidentially and in accordance with data protection requirements.

8. Continuous Improvement

We record and review complaints periodically to:

• Identify recurring issues

• Improve internal processes and service delivery

• Inform staff training and quality assurance

9. Contact Details

Croft Ecology Ltd
Email: complaints@croftecology.co.uk