Complaints Procedure

Complaints Procedure for Gardeners Addington

Gardeners Addington is committed to providing reliable, professional gardening services throughout our local area. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to set out a clear and straightforward process for customers who wish to make a complaint about our gardening or grounds maintenance services. It applies to all services provided by Gardeners Addington, including one-off visits and regular maintenance agreements.

We use all feedback, including complaints, to improve our standards of work, communication, and customer care across our service area.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction from a customer about the services they have received from Gardeners Addington, where a response or resolution is expected. This may include, but is not limited to:

Workmanship or quality of gardening services, such as lawn care, planting, pruning, or clearance; the conduct, attitude, or punctuality of our team members; missed or delayed appointments without reasonable explanation; concerns about how we have communicated with you; or disagreement about charges where you feel they have not been clearly explained.

If you are unsure whether your concern is a complaint, you may still raise it with us. We will treat all concerns seriously and let you know how we will handle the issue.

3. How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so we can investigate thoroughly. Where possible, please include:

Your full name; the address where the gardening work was carried out; dates and approximate times of the visit or issue; a clear description of what happened and why you are dissatisfied; and any relevant supporting information, such as photographs or notes.

You may raise a complaint directly with the gardener on site, with our office, or via any normal communication channel you use with Gardeners Addington. If your complaint is made verbally, we may ask you to confirm the details in writing so that everything is accurately recorded.

4. Timeframe for Raising a Complaint

We ask that you raise your complaint as soon as reasonably possible after the issue occurs, ideally within 30 days. This helps us to recall the work carried out, check schedules and notes, and speak to the team members involved while the details are still recent.

We will consider complaints raised after this time, but it may be more difficult to investigate fully or to correct certain issues, for example where plants have changed significantly with the seasons.

5. How We Handle Your Complaint

Once we receive your complaint, we will follow a clear process to ensure that it is assessed fairly and that you are kept informed.

Stage one acknowledgement: We will record your complaint and acknowledge receipt. Where possible, we will do this within a few working days. We may contact you to clarify any points, request additional information, or arrange a convenient time to visit the garden if an inspection is necessary.

Stage two investigation: A suitable member of the Gardeners Addington team will review the information you have provided, relevant job notes, schedules, and any photographs or reports from our gardeners. If required, we may arrange a site visit to assess the work and discuss the matter with you in person.

Stage three response: After investigating, we will provide you with a written or verbal response explaining our findings, any steps already taken, and, where appropriate, proposals to resolve the complaint. We aim to provide a full response within a reasonable timeframe, taking into account the complexity of the issue.

6. Possible Outcomes and Remedies

Our goal is to reach a fair outcome for both you and Gardeners Addington. Depending on the nature of the complaint and our findings, possible resolutions may include:

Putting things right by revisiting your property to correct or complete work; offering alternative practical solutions where the original work cannot be reversed; providing explanations or additional information where there has been misunderstanding; reviewing internal processes, schedules, or staff training to reduce the likelihood of similar issues in future; and, where appropriate, discussing a partial adjustment to charges.

Any remedy will be considered on a case by case basis, taking account of the service agreed, the work completed, and the impact of the issue on you.

7. If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. Where possible, this will be carried out by a senior member of the Gardeners Addington team who was not directly involved in the original work.

During this review, we will reconsider the information already provided, any further details you wish to add, and whether our first decision was reasonable and consistent with our standards and this procedure. We will then confirm our final position and any revised offer of resolution.

8. Our Commitments to You

Throughout the complaints process, Gardeners Addington is committed to treating you with respect, listening carefully to your concerns, and handling your personal information in a secure and appropriate way. We will aim to communicate in clear, straightforward language and to avoid unnecessary delays.

We view complaints as an important source of feedback that helps us maintain and improve the quality of our gardening services for customers across our service area.

9. Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Gardeners Addington may update this procedure from time to time to reflect changes in our services, operational practices, or applicable guidance.

The version published here is the current procedure that applies to all new and existing customers who wish to raise a complaint about our gardening services.