Gardeners Goddington Complaints Procedure

Gardeners Goddington is committed to delivering reliable, high quality gardening services and maintaining long term relationships with our customers. We recognise that, on occasion, there may be times when our service does not meet your expectations. This Complaints Procedure sets out 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 provide a clear and fair process for dealing with any complaints or concerns about our gardening work, customer service, or how we manage your account. Our aims are to:

Listen to your feedback and treat your concerns seriously.

Resolve issues as quickly and informally as possible.

Learn from complaints so we can improve our services across our local gardening service area.

Ensure you are kept informed about the progress and outcome of your complaint.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about any aspect of our services or conduct. This might include:

Concerns about the quality or completeness of gardening, maintenance, or clearance work.

Issues relating to appointments, timing, or reliability of visits.

Concerns about how our staff or contractors have behaved on site.

Questions about how we have communicated with you or managed your instructions.

You do not need to use the word complaint for your concern to be treated as one. If you are unhappy and want us to respond, we will treat it as a complaint.

How to Raise a Complaint

You can raise a complaint in writing or verbally. To help us investigate and respond efficiently, please provide as much information as you can, including:

Your full name and the service address.

What happened and the date or approximate dates.

Which gardening service or visit your concern relates to.

Any steps already taken to resolve the issue informally.

What outcome or resolution you are seeking, where this is clear to you.

We recommend making your complaint as soon as reasonably possible after the issue arises, so that details remain clear and any evidence of the work or garden condition can be properly reviewed.

Our Complaints Handling Stages

Stage 1: Informal Resolution

Where possible, we aim to resolve concerns informally and quickly. If you raise an issue with a team member on site or with our office, they will do their best to address your concern straight away. This might include revisiting your property, correcting work, clarifying what was agreed, or discussing alternative solutions.

If you are satisfied with the explanation or action taken at this stage, the matter will usually be treated as resolved. However, if you remain unhappy or feel your concern has not been fully addressed, you may ask for it to be handled as a formal complaint.

Stage 2: Formal Complaint Review

When a complaint is treated formally, it will be logged and passed to an appropriate person within Gardeners Goddington for review. We will:

Acknowledge your complaint and confirm that it is being investigated.

Review the details of the work carried out, any photographs, job notes, and communications relevant to your case.

Contact you if we require further information or clarification.

Where appropriate, arrange to revisit your garden to inspect the work and understand the issue on site.

We aim to provide a clear response within a reasonable timeframe, taking into account the nature and complexity of the complaint. In some cases, particularly where further inspection or discussion with team members is needed, this may take longer. If we need additional time, we will explain why and let you know when you can expect a full reply.

Our Response and Possible Outcomes

When we have finished our investigation, we will explain our findings and the steps we propose to resolve the matter. Depending on the circumstances, this may include one or more of the following:

Providing clarification or additional information about the work carried out or the agreement in place.

Arranging for remedial gardening work or a further visit, where appropriate and feasible.

Offering an alternative solution that addresses your concerns.

Where justified, offering a partial or full adjustment to charges for the service in question.

Explaining why we believe the work or service was delivered in line with our agreement and professional standards if this is our conclusion.

Our aim is to reach an outcome that is fair, proportionate, and consistent with the information available and the standards we set for our local gardening services.

Your Responsibilities When Making a Complaint

To help us manage complaints effectively and fairly, we ask that you:

Raise concerns as soon as reasonably possible.

Provide accurate information and any relevant evidence, such as photographs of the garden area or work in question.

Communicate with our team respectfully and allow us a reasonable opportunity to investigate and respond.

Tell us promptly if additional issues arise or your expectations change during the investigation.

How We Use Complaints to Improve

Gardeners Goddington views complaints as an important source of feedback. We regularly review the types and outcomes of complaints to identify patterns or areas where our gardening services, communication, or processes can be improved. This may lead to additional training, changes to how we schedule and confirm visits, or updates to our service descriptions and agreements.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information about your complaint will only be shared within Gardeners Goddington on a need to know basis, so that we can investigate and respond effectively. Any personal data we hold or create in connection with your complaint will be managed in line with our obligations under relevant data protection laws.

Further Questions About This Procedure

If you have any questions about this Complaints Procedure or how it applies to a particular concern, you may contact us to request clarification. We will be happy to explain how the process works and what you can expect at each stage, so that your experience of raising a concern is as straightforward and transparent as possible.