Complaints Procedure

Complaints Procedure for Gardeners Newington

Gardeners Newington is committed to providing reliable, professional gardening services and maintaining high standards of customer care. We recognise that occasionally things may not go as planned, and when this happens, we want to know about it so we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

1. Purpose of This Complaints Procedure

The purpose of this procedure is to offer a clear and fair process for customers who wish to complain about any aspect of the gardening services provided by Gardeners Newington. This includes, but is not limited to, garden maintenance, one-off projects, planting, lawn care, and any related communication or conduct issues.

Our aims are to:

• Make it easy for you to tell us when you are unhappy.
• Respond to your complaint promptly and courteously.
• Investigate your concerns thoroughly and objectively.
• Offer a suitable resolution wherever possible.
• Use feedback to enhance and refine our gardening services.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our gardening services, the conduct of our staff or contractors, or the way we have handled a previous enquiry or issue. Examples include:

• Work not carried out as agreed or to the expected standard.
• Missed or delayed appointments without reasonable explanation.
• Damage to property, plants, lawns, or outdoor structures.
• Unprofessional behaviour, communication issues, or rudeness.
• Issues with billing, quotations, or changes to scheduled work.

We encourage you to raise concerns as soon as possible, ideally while we are still on site or shortly after the service has been delivered, so that we can address matters quickly.

3. How to Make a Complaint

You may make a complaint verbally or in writing, depending on what is easiest for you. When contacting us, please provide as much detail as you can, including:

• Your name and preferred method of contact.
• The address where the gardening work took place.
• The date and approximate time of the service.
• A clear description of what went wrong and how you were affected.
• Any supporting information, such as photographs, invoices, or job references.

Raising concerns with the gardener or team leader on site at the time of service is often the quickest way to resolve minor issues. If the matter cannot be resolved informally, or you prefer not to discuss it in person, you can make a formal complaint in writing.

4. Informal Resolution Stage

In many cases complaints can be resolved informally soon after they arise. If you raise a concern during or shortly after a visit, we will:

• Listen to your concerns and ask any necessary questions for clarification.
• Offer, where appropriate, to correct the issue on the spot or at the next available visit.
• Agree with you on what needs to be done and by when.

If you are satisfied with the proposed solution, we will complete the agreed actions and treat the matter as resolved. If you are not satisfied, or the issue is more serious or complex, you may proceed to the formal complaint stage.

5. Formal Complaint Stage

When we receive a formal complaint in writing, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your complaint within a reasonable time, confirming that we are looking into the matter and explaining the next steps.
2. Review and Investigation: A member of our management team will review the details, speak to any staff involved, and, if necessary, revisit the property to assess the gardening work or any reported damage.
3. Request for Further Information: If we need additional details from you to complete the investigation, we will contact you and explain what information is required.
4. Outcome and Response: When the investigation is complete, we will provide a clear written response outlining our findings, any actions we propose to take, and the reasons for our decision.

We aim to respond to formal complaints within a reasonable timeframe. If the matter is particularly complex, we will update you on progress and advise when you can expect a full response.

6. Possible Outcomes and Remedies

Depending on the nature of the complaint and the results of our investigation, we may offer one or more of the following remedies:

• Rectification of the gardening work at no additional cost.
• A return visit to complete outstanding tasks or improve the standard of work.
• Replacement of damaged plants or materials where appropriate.
• A partial or full refund, where justified.
• An apology and explanation if things have gone wrong, together with steps to prevent a recurrence.

Our goal is to reach a fair outcome that recognises any inconvenience or loss you have experienced, while also reflecting the circumstances and evidence available.

7. Escalation if You Remain Dissatisfied

If you are not satisfied with our formal response, you may ask for your complaint to be reviewed again. In that case:

• Your complaint will be reconsidered by a senior member of our team who was not directly involved in the original investigation where possible.
• We will reassess the information, including any new details you wish to provide.
• We will send you a further written response explaining our final position on the matter.

Once this internal review has been completed and our final response has been issued, we may not be able to enter into further correspondence on the same issue, unless new and material information becomes available.

8. Our Commitment to Learning and Improvement

We value customer feedback and treat all complaints as an opportunity to learn and improve the way we deliver our gardening services. Outcomes from complaints may lead to:

• Additional staff training or supervision.
• Changes to our service processes or quality checks.
• Adjustments to how we schedule, communicate, or manage appointments.
• Updates to our terms, guidance, or internal policies.

By following this complaints procedure, Gardeners Newington aims to handle all concerns fairly, consistently, and with respect for our customers, our staff, and the outdoor spaces we care for.