Complaints Procedure

Gardeners Old Ford Complaints Procedure

Gardeners Old Ford is committed to providing reliable, high quality gardening, landscaping and maintenance services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services for the future. This complaints procedure explains how you can raise a concern, what you can expect from us, and the steps we take to resolve complaints in a prompt and fair way.

Our Commitment to Handling Complaints

We treat every complaint seriously, whether it relates to one-off garden tidy-ups, regular maintenance visits, landscaping projects, lawn care, hedge trimming or any other gardening work we carry out. Our aims are to:

Listen carefully to your concerns and understand what has gone wrong from your point of view.

Respond in a timely, polite and professional manner.

Investigate the circumstances fully and objectively.

Offer a clear explanation, an apology where appropriate, and a practical resolution.

Use the feedback to improve our gardening services and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to take action to resolve a problem. This may include issues such as:

The standard of gardening or landscaping work carried out at your property.

Damage to plants, lawns, garden structures or outdoor fixtures.

Missed, late or rearranged appointments and visits.

The conduct, attitude or communication of members of our team.

Concerns about health and safety practices while work is being undertaken.

Problems with quoted prices, billing or payment arrangements.

If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the appropriate steps.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. We encourage you to contact us as soon as possible after the issue arises, while the details are still fresh and can be investigated thoroughly.

When making a complaint, please provide:

Your full name and the address where the gardening work was carried out.

The date or dates of the work or visits involved.

A clear description of what went wrong and how it has affected you or your property.

Any relevant details such as photographs, written notes or copies of agreements.

What you would consider a reasonable outcome, where you have a preferred solution.

This information helps us understand the situation quickly and deal with your complaint efficiently.

Stages of the Complaints Process

We operate a straightforward, staged approach to handling complaints, designed to resolve issues as early as possible.

Stage 1: Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you raise a concern during or shortly after a gardening visit, we will try to resolve it on the spot or within a short timeframe. This might include:

Putting right any missed or unsatisfactory work.

Arranging a return visit to complete or correct tasks.

Clarifying any misunderstanding about the scope of work or costs.

If you are satisfied with the outcome at this stage, the complaint will be closed. However, if you feel that your concern has not been fully addressed, you may request that it is treated as a formal complaint.

Stage 2: Formal Investigation

When a complaint moves to formal investigation, it will be reviewed by a senior member of our team who has not been directly involved in the original work wherever possible. During this stage we will:

Acknowledge your complaint and confirm that it is being investigated.

Review work records, schedules, quotes and any relevant photographs or notes.

Speak with the gardeners or contractors who attended your property.

Request any further details from you if we need more information.

After completing the investigation, we will explain our findings and set out any action we propose to take. This could include remedial work, a gesture of goodwill, revisions to future service, or other appropriate steps. If we find that no error has occurred, we will explain our reasoning clearly and respectfully.

Stage 3: Further Review

If you remain dissatisfied after the formal investigation, you may ask for a further review. At this stage we will:

Look again at your complaint and the actions taken so far.

Assess whether our procedures have been followed correctly and fairly.

Consider whether any alternative resolution could reasonably be offered.

We will then provide a final written response outlining our position and any remaining options you may have.

Timeframes for Responding

We aim to deal with complaints as quickly as possible, while ensuring a fair investigation. Timeframes may vary depending on the complexity of the issue and the availability of information, but our general approach is to:

Acknowledge your complaint promptly once it is received.

Seek to resolve straightforward issues at the informal stage within a short period.

Complete more complex formal investigations within a reasonable timescale, keeping you informed if more time is required.

If any delay is unavoidable, we will let you know and explain the reason.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and resolve the matter. We handle your personal data in line with applicable data protection requirements and keep records of complaints securely.

Using Feedback to Improve Our Services

Complaints and feedback are an important part of how we maintain and improve our gardening services. We regularly review complaint records to identify recurring issues, training needs and opportunities to enhance the way we plan and deliver work in gardens and outdoor spaces. By telling us when something has gone wrong, you help us provide a better, more consistent service to all our customers.

Accessibility of This Procedure

This complaints procedure is available to all our customers and can be provided in alternative formats on request. If you need assistance to raise a complaint or to understand any part of this procedure, please let us know and we will do our best to help. Our aim is to ensure that every customer has a clear and fair route to have their concerns heard and addressed.