How do I complain about a contractor or consultant?

If you are unhappy with the conduct or work of a contractor or consultant, it is important to follow a clear and proportionate complaints process.

AC 006 26
AC 006 26

How do I complain about a contractor or consultant?

If you are unhappy with the conduct or work of a contractor or consultant, it is important to follow a clear and proportionate complaints process.

This helps ensure issues are dealt with fairly and appropriately. 

Our accredited ARB Approved Contractors and Registered Consultants are assessed for their high levels of quality on a regular basis to ensure they meet our exacting standards. If however, you find yourself in the position that you wish to complain about their services - we have a code of conduct and ethics, any breach of these may be cause for you to want to complain. We would always advise that you contact the contractor or consultant to resolve the issue before contacting the Arboricultural Association. 

If, however, you find yourself in the position that you wish to complain about their services or conduct then the required documents are provided below. Below is a link to the documents you need to be aware of and the complaints procedure: 

Steps

Step 1 – Raise the issue directly

In many cases, the quickest resolution is to: 

  • Contact the individual or company 
  • Clearly explain your concerns 
  • Allow them the opportunity to respond 

Keep written records of communication. 

Step 2 – Check membership or accreditation status

If the individual or company is: 

They are required to follow the Arboricultural Association’s standards and codes of conduct. 

Step 3 – Submit a formal complaint to the Arboricultural Association

The Arboricultural Association can investigate complaints relating to: 

  • Professional conduct 
  • Breaches of scheme requirements 

What the Association can and cannot do

The Association can: 

  • Investigate against its standards 
  • Apply sanctions where appropriate 

The Association cannot: 

  • Award compensation 
  • Act as a court or legal representative 

Next steps