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Complaints

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

LEAF strives to give those who make a comment, complaint about the work and activity of LEAF the charity a helpful response in the appropriate time. We respect everyone’s right to make a comment or complaint and co-operate with any formal inquiry resulting from this.  We try to ensure our complaint procedure is effective and it is followed at all times.   We will ensure that all complaints against LEAF the charity are conducted courteously and professionally and recorded to ensure that the nature of the complaint is dealt with in an appropriate and timely way. All complaints will be recorded, where appropriate, and dealt with in an impartial manner.

What LEAF will do?

Where appropriate, LEAF will record your complaint and aim to try and resolve your complaint as quickly as possible upon receipt. If LEAF cannot sort the complaint out immediately, we will send an acknowledgement after receiving the complaint and respond to it as soon as possible thereafter. Where a complaint 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.

Complaints Log

    The LEAF Marque Global Standards System provides opportunity for interested stakeholders to comment on the development of the Standard. LEAF also provides a comments / enquiries resolution mechanism for the LEAF Marque scheme in order to embrace constructive comments for the development of the Standard and enquiries that may occur during the standard setting procedure. Please note that your comments or enquiries are helpful to the development of the future work of LEAF the charity. Comments and enquiries on the LEAF Marque Scheme will kept for review by the LEAF Marque Technical Advisory Committee.

    Enquiries will be treated like comments and will be taken into account by the Technical Advisory Committee (TAC), the LEAF Marque Board and the LEAF Board of Trustees. 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.

    NB Substantive enquiries relate to the content of the standard and will be dealt with through the standard development or revision process.

    Procedural enquiries relate to the way in which the standard was developed. These can include enquiries about the process for deciding on the content of the standard, but not about the content of the standard itself.

    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.