Complaints Procedure

Gardeners Deptford Complaints Procedure

Gardeners Deptford is committed to providing reliable, 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 about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give clients a clear, fair and accessible way to:

• Tell us when something has gone wrong with our gardening services or our customer care.
• Allow us to investigate issues thoroughly and objectively.
• Enable us to put things right where possible and learn from feedback.

This procedure covers all services provided by Gardeners Deptford, including regular garden maintenance, one-off tidy-ups, lawn care, planting, and related works carried out at your property.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our work, the conduct of our staff or contractors, the way we have communicated, or the way we have handled a previous issue.

Examples of complaints include:

• You believe the gardening work carried out does not match what was agreed.
• You feel the service was not delivered with reasonable care and skill.
• You are unhappy with the behaviour, attitude or punctuality of our gardening team.
• You feel we did not respond adequately to a concern you raised earlier.

General feedback, suggestions or compliments are always welcome but are not treated as complaints unless you specifically ask us to handle them as such.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints allow us to keep a clear record of your concerns, but we understand that some clients may prefer to raise matters in conversation. Whichever method you choose, please provide the following details where possible:

• Your full name and the address where the gardening work took place.
• The dates and times of the service or incident you are complaining about.
• A clear description of what went wrong and how it has affected you or your property.
• The names of any team members involved, if known.
• Any photographs or notes that you feel help explain the issue.
• What outcome you are hoping for, such as a return visit, correction of work or an explanation.

We ask that you raise your complaint as soon as reasonably possible after the issue occurs, so that the details are fresh and we can investigate effectively.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review it. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received it and outlining the next steps.

At this stage, we may contact you to clarify any points or request additional information. This helps us to understand exactly what has happened and what outcome you are seeking.

Stage 2: Investigation

We will then carry out a proportionate investigation. This may include:

• Reviewing the original booking details, work instructions and visit notes.
• Speaking to the gardeners or supervisors who attended your property.
• Examining any photographs, messages or other evidence provided.
• Visiting your property where necessary and with your agreement.

Our aim is to handle complaints fairly, objectively and without favour to any individual staff member. We may contact you during the investigation to discuss possible solutions or to give you an update.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide a response explaining:

• Our understanding of your complaint.
• The steps we took to investigate it.
• Our findings and whether we believe the complaint is upheld in full, in part, or not upheld.
• Any actions we propose to take to resolve the matter.

Where appropriate, remedies may include:

• Corrective gardening work at your property.
• A revised plan for ongoing maintenance visits.
• An apology and explanation.
• Other proportionate solutions considered fair in the circumstances.

Timescales

We aim to resolve most complaints as promptly as possible, usually within a few weeks depending on the complexity of the matter and our ability to access your property for inspection. If we need more time, we will let you know and provide an indication of when you can expect a full response.

Escalating Your Complaint

If you feel that your complaint has not been handled appropriately or you are dissatisfied with the outcome, you may ask for your complaint to be reviewed again. A more senior member of our team will then reassess the case, which may include a fresh review of the evidence and any additional information you wish to provide.

After this review, we will confirm whether the original decision is maintained or whether we have decided to take further action.

Your Responsibilities

To help us handle your complaint effectively, we ask that you:

• Provide clear, accurate and timely information about what happened.
• Allow reasonable access to your garden or outdoor space if a site visit is required.
• Communicate with our team in a respectful and constructive manner.
• Consider any reasonable solutions we propose to put things right.

How We Use Complaints to Improve

Complaints are an important source of learning for Gardeners Deptford. We regularly review the issues raised to identify patterns or recurring problems, and we use this information to:

• Improve staff training and guidance.
• Refine our job booking and planning processes.
• Enhance our communication before, during and after garden visits.
• Strengthen our quality checks on delivered work.

By following this Complaints Procedure, our aim is to maintain a high standard of gardening services, build trust with our clients and ensure that any concerns are handled fairly, consistently and with care.