Gardeners Collier Row Complaints Procedure

Gardeners Collier Row is committed to providing reliable, professional gardening services and to dealing fairly and promptly with any concerns. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We aim to offer a consistent standard of work across all gardening and grounds maintenance services. When things go wrong, we believe it is important that you can tell us easily, that we listen carefully, and that we work with you to put matters right wherever possible. We also use feedback to review how we operate and to help prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our gardening services, our staff, or our communication, where you would like us to respond. Examples include concerns about the quality of work carried out, how agreed schedules have been followed, how we have communicated with you, or how our team members have behaved while working at your property.

Raising a Complaint Informally

Many issues can be resolved quickly and informally. If you are unhappy with any part of our service, please let us know as soon as possible. You can speak directly to the gardener or team leader on site at the time of your appointment, or you can contact our office to explain your concern. If we can resolve the issue immediately or within a short period, we will do so and confirm any agreed steps with you.

Making a Formal Complaint

If your concern is not resolved informally, or if you would prefer a more structured review, you can make a formal complaint. Please set out your complaint clearly, providing the following information where possible:

• Your full name and the address where we carried out the gardening work
• The date or dates of the service you are unhappy with
• A description of what happened and why you are dissatisfied
• Any relevant details about previous conversations with our team
• What outcome you are seeking, such as a return visit, correction of work, or an explanation

Providing clear information helps us understand the issue and investigate it more effectively.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, outline the next steps, and let you know when you can expect a full response. If we need any further information to understand the matter properly, we will request it at this stage.

How We Investigate Complaints

Your complaint will be reviewed by an appropriate member of management who was not directly responsible for the original work, where possible. Our investigation may include discussing the matter with the gardeners who attended your property, reviewing any notes or job records related to your booking, and, if necessary, arranging a follow-up visit to inspect the garden or outdoor area concerned.

We will consider whether the services delivered matched what was agreed, whether our usual standards have been met, and what steps are available to remedy the situation if they have not.

Timeframes for Response

We aim to provide a full written or verbal response to your complaint within a reasonable period following acknowledgement. If the issue is complex or requires a site visit, it may take longer to complete the investigation. If we cannot respond fully within our usual timescale, we will let you know and provide an updated timeframe so you remain informed.

Our Response and Possible Outcomes

When our investigation is complete, we will explain our findings and any actions we propose to take. Depending on the nature of the complaint, this may include:

• An apology and explanation of what went wrong
• A return visit to correct or complete the gardening work
• Adjustments to future visits or maintenance plans
• Internal changes to how we schedule, supervise, or quality-check our services

Where we do not agree that the service fell below our usual standards, we will explain the reasons for our decision clearly and respectfully.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a more senior member of our team. When asking for a review, please explain why you feel the initial response does not address your concerns. We will then reassess the matter, taking into account any additional information you provide, and issue a final response.

Reasonable Behaviour and Expectations

We treat all complaints seriously and with respect, and we ask that customers engage with our team in the same way. We may limit or end communication where behaviour is threatening, abusive, or clearly unreasonable, while still ensuring that any valid issues raised are considered and recorded.

Recording and Using Complaint Information

We keep a record of formal complaints, including how they were resolved. This information helps us identify patterns, review our training and supervision, and improve the reliability and quality of our gardening services over time. Any personal information you provide when making a complaint will be handled in line with our approach to data protection and used only for managing and reviewing your complaint and our service delivery.

Continuous Improvement

Gardeners Collier Row appreciates feedback from customers across our service area. Complaints, comments, and suggestions are valuable in helping us refine our processes, maintain safe working practices, and deliver gardening and grounds care that customers can trust. We encourage you to share your experiences so we can continue to improve the services we provide.