Complaints Procedure

Complaints Procedure for Gardeners Putney Clients

Gardeners Putney is committed to providing reliable and professional gardening and outdoor maintenance services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that all complaints are handled promptly, fairly and consistently. It is designed to:

Provide a clear and simple way for clients to express dissatisfaction about any aspect of our gardening services.

Set out the steps we will take to investigate and resolve issues.

Help us learn from feedback so we can improve our services in Putney and surrounding areas.

This procedure applies to all clients who use our gardening, landscaping or garden maintenance services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the quality of work, conduct of staff, communication, scheduling or any other aspect of the service you have received.

Examples of complaints may include:

Work not carried out to the standard or scope agreed in advance.

Damage to plants, lawn, garden structures or property during a visit.

Missed or repeatedly rescheduled appointments without reasonable explanation.

Unprofessional or discourteous behaviour by any member of our team.

Poor communication regarding quotes, timescales or ongoing maintenance plans.

If you are unsure whether your concern is a complaint, you are still encouraged to raise it so we can address it appropriately.

How to Make a Complaint

You may make a complaint verbally or in writing. Written complaints are often helpful, as they provide a clear record of the issue and details. When submitting a complaint, please include the following information where possible:

Your full name and preferred way for us to contact you.

The property address where the gardening service was carried out.

The date or dates on which the issue occurred.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information, such as photographs or notes taken at the time.

If you make a verbal complaint, we may ask to confirm the main points in writing so that both parties have a clear understanding of the issue.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints as soon as reasonably possible. Our general timeframes are:

Acknowledgement of your complaint within three working days of receipt.

Initial review and, where possible, a full response within ten working days.

If a complaint is more complex and requires a longer investigation, we will inform you within the initial ten working days and provide an estimated timeframe for a full response.

Working days exclude weekends and public holidays.

How We Handle and Investigate Complaints

Once we receive your complaint, we will follow a structured process to ensure it is dealt with fairly and thoroughly.

First, we will log your complaint in our internal records and allocate a person responsible for handling it. This may be a manager or senior member of our gardening team, depending on the nature of the issue.

We will then review all relevant information, which may include:

Notes and schedules relating to your appointments.

Quotes, job sheets and any agreed scope of work.

Photographs, where available, taken before and after the service.

Statements from the gardeners or team members involved.

If we need further details or clarification, we will contact you directly. We may also request permission to visit the garden again to inspect any areas of concern.

After the investigation, we will provide you with a written response explaining our findings, any conclusions we have reached and any steps we propose to resolve the matter.

Possible Outcomes and Resolutions

Our aim is to resolve complaints in a fair and practical way. Depending on the circumstances, possible outcomes may include one or more of the following:

A clear explanation or apology, where appropriate.

Corrective work, such as revisiting the property to complete or improve the gardening service.

Adjustments to future services or maintenance plans.

Other remedial actions we consider reasonable in the specific situation.

Any proposed remedy will take into account the nature of the issue, the impact on you and what is fair and proportionate in the circumstances.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint after our initial investigation, you may request that it be reviewed at a higher level within our organisation. When you ask for escalation, please explain why you remain dissatisfied and what resolution you are seeking.

A more senior person will then review both the original complaint and the response given. They may contact you for further information and will aim to provide a final written decision within a reasonable timeframe.

Your Responsibilities as a Client

We ask that clients raising complaints do so in a courteous and constructive manner. Providing clear, accurate information and allowing us reasonable access to the garden or outdoor space will help us investigate properly and put things right where necessary.

We reserve the right to bring a complaint process to an end where communication becomes abusive, threatening or unreasonable. However, this will not affect any legal rights you may have as a consumer.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We will handle your personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

Continuous Improvement

We value feedback from our gardening clients, including complaints, as an important source of learning. Where recurring issues are identified, we will review our practices, training and quality control measures to improve our services for households and businesses in Putney and the nearby area.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. The version published here represents our current approach to handling complaints.