Great Oaks – Terms and Conditions 2024
1. DEFINITIONS
These are the terms and conditions governing the provision of training services by Great Oaks Environmental Training or its subcontractors with the exclusion of any other oral or written statement or agreement whatever its legal character
- ‘Client or Customer’ means a company or individual that completes a course booking form or enters into a contractual arrangement.
• ‘Delegate’ means the party or parties named as attendees on the course booking form.
• ‘Invoice’ means an invoice for the charges delivered by Great Oaks Environmental Training to the customer.
2. GENERAL
These Terms and Conditions shall apply to all training carried out in the provision of services by Great Oaks Environmental Training to the Customer in accordance with any order confirmation authorised by the Customer. No additions to, or modifications of, these Terms and Conditions shall have effect unless expressly agreed in writing by both parties and expressed to be amendments to these Terms and Conditions.
Great Oaks Environmental Training employees or agents are not authorised to make any representations whatsoever concerning the provision of services unless confirmed by Great Oaks Environmental Training in writing. The Customer acknowledges that it does not rely on, and waives any breach of, any such representations that are not so confirmed.
3. ACCEPTANCE OF ORDER
- Bookings can be accepted at any time up to the course start date, subject to availability.
ii. An official confirmation must be received from the Customer in order to reserve a place. Prior to your confirmation, your place is only held provisionally.
iii. Confirmed bookings can only be made via our online service (provisional bookings can be made by telephone or email). Bookings will only be confirmed on receipt of written authorisation plus full payment. A provisional booking will only be held in place for one week before payment will be required to complete the booking (a provisional booking cannot be made within 16 days of the course start date).
4. CANCELLATIONS
All cancellations must be made with a minimum notice period of 16 days from the course start date.
If you notify us that you wish to cancel booked delegate places less than 16 working days prior to the commencement of the safety training course, you will incur a cancellation fee equal to that paid for the course.
In the event that the delegate is unable to attend, we will be able to change the delegate details to that of another individual as long as we are provide with a minimum of 16 days notice from the course start date.
5. CANCELLATIONS BLOCK COURSES
Cancellations on block courses are none refundable.
6. PAYMENT
Preferred payment method are bank transfer or Debit/credit card. Your card will be debited immediately upon purchase.
7. PAYMENT BLOCK COURSES
Preferred payment method are bank transfer or Debit/credit card through PayPal.
8. COMPLAINTS
Great Oaks Tree Services has always operated by delivering excellence as standard. The quality of our work, our commitment to Health and Safety and the calibre of those within the business are all something we take a great deal of pride in, and that goes for our Customer Service too.
Although we will always do what we can to ensure the customer journey is a smooth experience, we do understand that unfortunately, things can go wrong. When that is the case, we implore our customers to get in touch quickly to give us the opportunity to put things right.
Please find the procedure for lodging a complaint detailed below:
Alerting us to your Complaint:
Customers will need to log the complaint within 7 days of the work being carried out. This must be done by notifying Great Oaks Tree Services in one of the following ways:
A written letter addressed to Great Oaks Tree Services, Freshfield Farm, Lower Lane, Freckleton, Preston, PR41TS.
Or
Email us at [email protected]
In your complaint, you will need to provide:
- Your full name
- Your booking confirmation number
- The full course details including date
- A detailed account of your complaint with any supporting photographs or documentation.
Great Oaks Tree Services will then review the complaint in full, taking all internal and external evidence into account and provide an update to the customer within 3 working days and a final resolution either way provided within 28 days.
If the complaint is upheld, we will work directly with the customer to find an amicable resolution to suit all parties.
If the complaint is not upheld, Great Oaks Tree Services will provide an explanation as to why the complaint is being rejected.
Appealing the Decision:
If the customer feels certain aspects of the complaint have not been addressed, or relevant factors not taken into proper consideration, they can submit an appeal in writing to Great Oaks Tree Services, Freshfield Farm, Lower Lane, Freckleton Preston, PR41TS with additional documentation to support their appeal. We would advise doing so via recorded delivery within 28 working days of notification that the complaint has not been upheld. If we receive an appeal outside of this timeframe, we won’t reconsider the case.
The appeal will be reviewed, and the decision on this appeal will be communicated to the customer within 5 working days from the appeal being received.
If the complaint is then upheld, Great Oaks Tree Services will engage with the customer to agree in writing the corrective course of action. This will be conducted within 5 working days from notification that the complaint is upheld. Once agreed , Great Oaks Tree Services will endeavour to rectify the issue within 2 working weeks from corrective action agreement.
If the complaint is again rejected, Great Oaks Tree Services will consider the matter resolved. If after this the customer wants to pursue further escalation, we would advise getting in touch with either Trading Standards or the Citizens Advice Bureau.
Great Oaks Tree Services is not regulated by any governing body, and so are not bound by any advice/guidance/decisions provided by third party regulators/dispute resolution services.
PRIVACY POLICY
In accordance with the Applicable Regulation, Great Oaks Environmental Training will take all necessary measures to process personal data securely and confidentially.
In particular, to prevent personal data from being distorted, damaged or disclosed to unauthorised third parties, by ensuring a level of security that is appropriate to the risks linked to the processing and the nature of the data.
Great Oaks Environmental Training undertakes not to keep the personal data for longer than strictly necessary for the purposes envisaged, in accordance with the Applicable Regulation.
Great Oaks Environmental Training undertakes to store, anonymise and delete the data as soon as the purpose envisaged or storage period expires.
The maximum storage periods apply unless a request for erasure or termination of processing is made before the expiry of these periods. However, at the end of these periods, the data may be subject to temporary storage in order to satisfy our legal, accounting and tax obligations.
Articles 14 to 22 of Regulation (EU) 2016/679 of 27 April 2016 grant users the following rights:
– The right to access the Data,
– The right to rectification of the Data,
– The right to object to the collection and processing of the Data,
– The right to erasure of the Data,
– The right to restrict the collection and processing of the Data,
– The right to Data portability.
The user may exercise his/her rights by sending a request by email to [email protected] or by post to the following address: Great Oaks Tree Services, Kirkham, Preston, PR41TS.
