Tree Health Diagnostic and Advisory Service - standards of service

Diagnostic services

We will examine all specimens within three working days of their receipt.

We will acknowledge on the same day that an enquiry is received.

If the investigation is likely to take more than four weeks, or require additional work such as culturing or a site visit, we will inform the customer as soon as possible but not later than three weeks after the receipt of the enquiry.

When we have completed the investigation we aim to send a report to the customer within four working days.

Identification services

We will examine all specimens within three working days of their receipt.

We will acknowledge on the same day that an enquiry is received.

The identification of some pathogens can take several weeks and we will inform customers if this is the case.

Advisory services

We will deal with all enquiries in a positive and courteous manner.  Many will be able to be answered immediately with the provision of a prepared handout or Research Note.  We will inform customers, when acknowledging receipt, if there will be a delay in providing the information and advice.

We will inform customers immediately if their request is likely to involve a charge and given an estimate of the cost.

Please note:  our aim is to make a conclusive diagnosis or identification for all clients but it may not be possible to do this in all cases despite our best efforts.