Complaints Procedure for Gardeners New Southgate

Gardeners New Southgate is committed to providing reliable and professional gardening services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services for the future. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward process for customers to follow if they are unhappy with any aspect of our gardening work or customer service. It also sets out our responsibilities in handling complaints, the steps we will take to investigate them, and the standards of communication and conduct you can expect from us.

This procedure applies to all residential and commercial customers who use Gardeners New Southgate for gardening, maintenance, or related outdoor services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the quality of gardening work, the conduct of our team members, our scheduling or communication, or the way we have handled a previous issue. A complaint may relate to a one-off visit, an ongoing maintenance agreement, or a specific job such as lawn care, hedge trimming, planting, or clearance work.

We encourage you to raise any concerns as soon as possible so that we have the best chance to understand what has gone wrong and correct it quickly.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us investigate effectively, please provide as much detail as you can, including:

The date of the service and the location where the work was carried out.

A clear description of what has gone wrong or why you are dissatisfied.

Any steps that have already been taken to try to resolve the issue.

Any evidence that may be helpful, such as photographs of the garden area, job notes, or written communication with our team.

We will always treat your complaint seriously, whether it is informal or formal. If your concern is straightforward, it may be resolved immediately with the attending gardener or through a quick follow-up visit. If the matter is more complex or cannot be resolved straight away, it will follow the formal complaints process set out below.

Our Complaints Handling Stages

Stage One: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that we have received your concerns and explain the next steps in the process. If we need any further information from you to properly understand the issue, we will ask for this at this stage.

Stage Two: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Gardeners New Southgate. This may include reviewing work records, speaking with the gardeners who attended your property, checking schedules and instructions, and considering any photographs or documents you have provided.

In some cases we may need to visit the garden again to see the issue in person. If a revisit is required, we will arrange a suitable time with you. During the investigation we will aim to remain impartial, fair, and objective, and we will look at what happened and why, as well as what can be done to resolve the matter.

Stage Three: Response and Outcome

After we have investigated, we will provide you with a clear response. This response will usually explain:

Our understanding of your complaint and the issues raised.

What investigation we have carried out.

Our findings and any conclusions reached.

Any steps we propose to take to put things right, where appropriate.

Possible resolutions may include correcting or redoing part of the gardening work, adjusting a future service, providing guidance for future visits, or other reasonable remedies. Where we do not uphold a complaint, we will explain the reasons for our decision as clearly as possible.

Timescales

We aim to handle complaints promptly and within reasonable timeframes. While some issues can be resolved very quickly, others may take longer if they involve detailed investigation, revisits, or discussions with multiple team members. If we anticipate that our investigation will take longer than usual, we will let you know and provide an updated timescale for our response.

Your Responsibilities When Making a Complaint

We ask that customers raise complaints honestly and respectfully, and provide accurate information to help us investigate fairly. It is important that you allow reasonable access to the garden where the issue has occurred, and that you cooperate with any requests for clarification or additional evidence where possible.

Abusive, threatening, or discriminatory language or behaviour towards our staff will not be tolerated. In such cases we may restrict communication channels or, in serious situations, withdraw services, while still seeking to address any legitimate concerns raised.

Our Commitment to Fairness and Confidentiality

We are committed to treating all complaints consistently, fairly, and with respect. We will consider both your perspective and the information available to us from our records and staff. Where a mistake has been made, we will aim to acknowledge it and take reasonable steps to correct it.

All complaints are handled in confidence. Information is shared only with those within Gardeners New Southgate who need to know in order to investigate and resolve the matter. Any personal data you provide will be handled in line with our data protection responsibilities.

Using Complaints to Improve Our Gardening Services

We view complaints as an opportunity to review and improve how we plan, deliver, and monitor our gardening services. This may include updating our training, adjusting our scheduling processes, clarifying estimates and job descriptions, or refining how we communicate with our customers before and after each visit.

By following this complaints procedure, we aim to ensure that issues are addressed promptly and professionally, helping us maintain high standards across our gardening work in New Southgate and the surrounding area.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Changes may be made from time to time to reflect best practice, customer feedback, and any relevant industry guidance. The most current version of this procedure will apply to all complaints received by Gardeners New Southgate.