Gardeners Aldborough Hatch Complaints Procedure

Gardeners Aldborough Hatch is committed to delivering reliable, professional gardening services and to resolving any concerns quickly and fairly. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage. Our aim is to listen carefully, put things right where we can, and learn from feedback to continually improve the services we provide.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for any client who is dissatisfied with any aspect of our gardening work or customer service. It covers issues such as the quality of workmanship, adherence to agreed schedules, conduct of our gardeners, communication and administration, and any other concern arising from our services. Using this procedure will not affect your statutory rights.

What We Class as a Complaint

A complaint is an expression of dissatisfaction, whether oral or written, where a response is expected or required. Examples include work not carried out as agreed, delays or missed appointments, damage to property, unsatisfactory communication, or perceived unprofessional behaviour. We encourage clients to raise issues as soon as possible so that we can address them promptly and prevent them from escalating.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints help us keep a clear record, but we will handle verbal complaints with the same level of care and attention. When making a complaint, please provide as much detail as you can, including your name, the service address, the dates and times of any relevant visits, a description of the issue, and what you would like us to do to resolve the matter. This information allows us to investigate effectively and respond accurately.

If you raise a concern informally with a gardener on site, they will do their best to address it immediately where it is safe and reasonable to do so. If the issue cannot be resolved straight away, or you are not satisfied with the initial response, you should use this formal complaints procedure so that your concern can be reviewed and recorded properly.

Our Complaints Handling Stages

We follow a clear, staged approach to ensure that complaints are handled consistently and fairly.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable period of time. We will record the details, including the date and nature of the issue, any staff involved, and the outcome you are seeking. An initial review will be carried out by a responsible person who was not directly involved in the matter wherever possible. The reviewer may contact you to clarify details, request photographs, or arrange a site visit if the issue relates to gardening work, plant health, lawn care, or landscape features.

We will aim to provide a response within a practical timeframe, explaining our findings, any factors that may have contributed to the issue, and any immediate steps we propose to take to resolve the matter. If we cannot complete the investigation within that timeframe, we will let you know and provide an updated timescale.

Stage 2: Further Investigation

If you are not satisfied with the outcome at Stage 1, you may request a further review. At this stage, a more senior person within Gardeners Aldborough Hatch will re-examine the complaint, the initial response, and any additional information you provide. They may arrange another site visit, especially where the complaint involves ongoing issues such as recurring weed growth, damage to plants or turf, or unfinished garden maintenance tasks.

Following this further investigation, we will provide a written response setting out our final position on the complaint, any agreed actions, and the reasons for our decision. We will also confirm any remedies offered, such as corrective work, partial refund, revised schedules, or other appropriate solutions.

Timescales for Responses

We aim to acknowledge all complaints promptly and to keep you informed throughout the process. While specific timescales may vary depending on the complexity of the issue and the need for site inspections, we will always strive to investigate and respond as quickly as reasonably possible. Where delays are unavoidable, we will contact you to explain the reasons and to provide an updated expected response time.

Possible Outcomes and Remedies

Where a complaint is upheld, we will seek to agree a fair and proportionate remedy with you. Depending on the circumstances, this may include repeating or correcting the gardening work, adjusting future maintenance visits, offering guidance on plant aftercare, providing a goodwill gesture, or agreeing a financial adjustment. Our focus is on putting things right where we reasonably can and maintaining a positive and transparent relationship with our clients.

Your Responsibilities When Making a Complaint

To help us manage your complaint effectively, we ask that you provide accurate information, remain respectful in your communications, and allow reasonable time for investigation. For issues related to garden conditions, such as plant health or lawn treatments, prompt reporting and allowing access to inspect the site will improve our ability to identify causes and offer practical solutions.

Recording and Using Complaint Information

We keep a record of all complaints, including how they were resolved. This information helps us monitor standards, identify recurring issues, and improve our gardening services and customer care. Personal information associated with complaints is handled in line with our privacy practices and is used only for managing the complaint and improving our services.

Continuous Improvement

Feedback, including complaints, is an important part of how Gardeners Aldborough Hatch develops and maintains quality across our full range of gardening and maintenance services. By following this procedure, we aim not only to resolve individual issues but also to refine our working methods, staff training, scheduling, and communication so that we can provide a consistently dependable service to all clients.

If you have any concerns about our work or service, we encourage you to tell us using this Complaints Procedure so that we have the opportunity to address the matter and to maintain your confidence in Gardeners Aldborough Hatch.