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Complaints

To make a complaint about LEAF, LEAF Marque or any other activity please complete the Complaints form

Comments and Complaints to LEAF

LEAF strives to give those who make a comment, complaint or enquiry about the work and activity of LEAF the charity a helpful response at the appropriate time. This includes comments / complaints about the LEAF Marque Standard System. We respect everyone’s right to make a comment, complaint or enquiry and co-operate with any formal inquiry resulting from this.  We try to ensure our comment, complaint or enquiry procedure is effective and it is followed at all times.   We will ensure that all comments, complaints or enquiries are conducted courteously, professionally and in an impartial manner. We will record comments, complaints or enquiries to ensure they are dealt with in an appropriate and timely way. 

What LEAF will do?

Where appropriate, LEAF will record your comment and aim to try and resolve your enquiry as quickly as possible upon receipt. If LEAF cannot sort the enquiry out immediately, we will send an acknowledgement after receiving the enquiry and respond to it as soon as possible thereafter. Where an enquiry needs more time e.g. where more detail or investigation is required, then we will inform you of this and give an expected date of resolution.

LEAF strives for continuous improvement:

Your feedback is important to LEAF to ensure that we continue to improve the services we offer. LEAF will review and take any appropriate corrective action to the standards system or assurance requirements, when necessary.

Complaints Log

    The LEAF Marque Standard System

    The LEAF Marque Standard System provides opportunity for interested stakeholders to comment on the development of the Standard, the LEAF Marque Assurance Programme and issues around the impacts of the LEAF Marque Standard. LEAF also welcomes comments about fraudulent claims and any other areas of fraud such as by a certification body or auditor, or by a LEAF Marque member regarding their certification. Please note that your comments or enquiries are helpful to the development of the future work of LEAF the charity and LEAF Marque. Comments and enquiries on the LEAF Marque Scheme will be reviewed by the LEAF Marque Technical Advisory Committee or referred to the competent body as necessary as appropriate.

    Enquiries will be treated like comments and will be taken into account by the appropriate competent body. This may include the LEAF Marque Technical Advisory Committee (TAC), the LEAF Marque Board and the LEAF Board of Trustees as appropriate, in line with the LEAF Marque complaints procedure. The constitution of members of the TAC will secure that any decisions made on the basis of a complaint will be impartial. The decision-making processes based on the resolution of enquiries will be available on the website. Enquiries will be distinguished between substantive enquiries related to the content of the standard, and procedural enquiries, related to the way in which the standard was developed, the Assurance system and the Standard’s impact.

    Enquiries / comments related to the content of the Standard that result in the need for corrective actions will be dealt with through the standard development or revision process.

    Procedural enquiries relate to the way in which the standard was developed, the Assurance system and the Standard’s impact. These can include enquiries about the process for deciding on the content of the standard, but not about the content of the standard itself; the Assurance procedure and any fraud related issues. Corrective action will be taken by LEAF as appropriate.

    All comments / enquiries about the LEAF Marque Scheme will be dealt with in a confidential manner. LEAF Marque will aim to try and resolve your complaint as quickly as possible upon receipt. If LEAF Marque cannot sort the enquiry out immediately, we will send an acknowledgement and respond to the enquiry as soon as possible thereafter. Where an enquiry needs more time e.g. when it needs to be referred to the LEAF Marque Board or where more detail or investigation is required, then we will inform you of this and give an expected date of resolution.