Complaints Procedure

Gardeners Grove Park Complaints Procedure

Gardeners Grove Park is committed to delivering reliable, professional gardening services and to dealing with any concerns in a fair and transparent way. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear route for customers to tell us when something has gone wrong with our gardening work or customer service. It enables us to put things right where possible, to learn from any mistakes, and to continually improve the services we provide in gardens across our service area.

This procedure applies to all domestic and commercial clients who use Gardeners Grove Park for garden maintenance, planting, lawn care, soft landscaping or related gardening services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our gardening services or the way we have handled a request or communication, where a response is expected. Examples include:

Concerns about the quality or thoroughness of garden maintenance, lawn treatments or planting work.

Disagreement with how a booking, schedule or appointment was managed.

Issues with the behaviour, attitude or conduct of our gardening team.

Delays, lack of communication, or not receiving information you reasonably expected from us.

Billing or quotation concerns related to gardening work we have carried out.

This procedure is not intended for routine queries, such as asking about future bookings or requesting additional gardening services. Those can be discussed directly with our team in the usual way.

How to Make a Complaint

We aim to make the complaints process as straightforward as possible. You can raise a complaint in writing or verbally. When you contact us, please provide the following information so we can deal with your concern efficiently:

Your full name and address.

The date and location of the gardening work or service involved.

A clear description of what went wrong or what you are unhappy about.

Any steps you have already taken to resolve the issue with our team.

What outcome you are seeking, for example a revisit, correction of work, or review of an invoice.

We encourage you to raise any issues as soon as possible after the gardening work has taken place, so that details remain clear and we can put things right more quickly.

Our Complaints Handling Stages

We handle complaints in a structured way to ensure consistency and fairness for all customers.

Stage 1: Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you are unhappy with any part of our gardening service, you are encouraged to speak directly to the gardener on site or to your usual point of contact. We will listen carefully, discuss the issue with you, and aim to agree an immediate solution, such as revisiting the garden, adjusting a task list, or clarifying the service provided.

Stage 2: Formal Complaint

If your concern cannot be resolved informally, or if you prefer to make a formal complaint from the outset, it will be recorded and handled by a senior member of the Gardeners Grove Park team.

We will acknowledge your complaint, normally within five working days. In this acknowledgment we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation.

Stage 3: Investigation

The person responsible for reviewing your complaint will gather all relevant information, which may include:

Speaking with the gardeners who attended your property.

Reviewing visit notes, work schedules and any photographs taken of the garden.

Reviewing correspondence, such as quotes, invoices or messages related to the service.

We aim to complete this investigation within twenty working days of acknowledging your complaint. If we need more time due to the complexity of the issue or staff availability, we will let you know and provide an updated timeframe.

Stage 4: Outcome and Response

Once the investigation is complete, we will write to you explaining:

What we have investigated and the information we considered.

Our findings regarding the gardening work or service in question.

Any action we propose to take to put things right or improve our service.

Where appropriate, remedies may include rectifying gardening work, providing a revisit, offering a partial refund or adjustment, or making changes to how we operate in our service area to prevent similar issues in the future.

If You Are Still Unhappy

If you remain dissatisfied after we have provided our formal response, you may contact us again to explain why you do not feel the complaint has been resolved. Your concerns will be reviewed by a more senior member of the team who was not directly involved in the original work, where possible. They will consider whether the complaint has been handled in line with this procedure and whether any further action is appropriate.

Timescales and Expectations

We will always try to deal with complaints as quickly and fairly as we can. To help us do this, we ask that you:

Provide accurate and complete information when raising your complaint.

Respond to any follow up questions we may have during our investigation.

Treat our staff respectfully while we work with you to resolve the issue.

In turn, we will keep you informed of progress, explain our decisions clearly and remain open to reasonable suggestions to resolve your complaint about our gardening services.

Continuous Improvement

Gardeners Grove Park values feedback from all customers in our service area. Every complaint is an opportunity for us to review the quality of our gardening work, our communication, and our systems. We routinely review complaints data to identify patterns, update our training for gardeners, and improve how we plan and deliver services for homes and gardens we look after.

By following this complaints procedure, we aim to provide a fair, consistent and transparent approach that gives customers confidence in how we deal with concerns about any aspect of our gardening services.