LEAF welcomes you to use our complaints procedure in case you have a complaint. Our complaints procedure aims to facilitate solutions to issues of dispute in a transparent way, prevent possible future disputes, facilitate continuous improvement within LEAF, support stakeholder satisfaction, and to bring ideas from outside in.
What will LEAF do?
LEAF treats all complaints in a confidential manner. LEAF will check whether the complaint is eligible (e.g. is valid and has sufficient evidence) and contact the person or organisation that submitted the case (the submitter) and, if relevant, the other party involved. LEAF will respond within 5 working days to acknowledge your complaint. LEAF aims to resolve your complaint as quickly as possible upon receipt. Where a complaint needs more time, we will inform the submitter of this and give an expected date of resolution. All LEAF Marque complaints will be entered anonymously into the LEAF Marque Complaints Resolution Log, which can be found on the LEAF website.
LEAF will investigate the complaint and try to find an informal solution to the complaint at first. If an informal solution is not possible, LEAF will provide a formal response to the submitter and, if relevant, the other party involved. If required, LEAF will oversee the resolution of the complaint. If the submitter (or the other party) is not satisfied with the outcome of the process, they may appeal the decision. If required LEAF may escalate the complaint within the LEAF governance structure, as appropriate.
For more detail on the LEAF complaints procedure please click here.
Please provide full contact details so we can update you on the resolution of the complaint, enquiry or comment.
Please note that your comments are helpful to the development of the Standard and they will kept for review by the LEAF Marque Technical Advisory Committee. Enquiries will be dealt with according to the LEAF Marque Enquiries procedure in an impartial manner and by a documented process.
Thank you for your time to help LEAF improve our work and activity, we appreciate this and will respond within 5 working days to acknowledge this complaint.