Gardeners Edmonton Complaints Procedure

Gardeners Edmonton is committed to providing reliable, professional gardening services and building long-term relationships with our clients. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right, learn from the experience, and continually improve our services.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern or complaint about our gardening services, how we will respond, and the timescales you can normally expect. It is designed to be clear, fair, and accessible for all our customers, whether you use us for a one-off garden tidy or regular maintenance.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of our gardening work, our staff, our communication, or the way we have handled a previous concern. Examples might include:

Work not carried out as agreed, or not completed to the expected standard.

Appointments missed, late arrivals, or repeated scheduling issues.

Concerns about the behaviour, attitude, or conduct of our gardening team.

Problems with invoices, quotations, or changes to agreed work.

In all cases, we encourage you to raise the issue with us as soon as possible so that it can be resolved quickly.

How to Make a Complaint

You may raise a complaint verbally or in writing. While a phone call or face-to-face discussion can be a quick way to resolve straightforward issues, we recommend putting more serious or complex complaints in writing so we can fully understand the details and respond clearly.

When making a complaint, please provide the following information where possible:

Your full name and the address where the gardening work took place.

The date or dates of the service you are unhappy about.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photographs or job references.

What you would consider a reasonable outcome or resolution.

Providing this information at the outset helps us to investigate thoroughly and respond more efficiently.

Stage One: Initial Review and Informal Resolution

In many cases, issues can be resolved quickly and informally. Once we receive your complaint, we will:

Acknowledge your complaint as soon as reasonably possible.

Review the details of the work carried out, including any notes, assessments, or photographs taken by our gardeners.

Contact you if we need further information or clarification.

Discuss possible solutions with you, which may include rectifying the work, offering additional services, or other practical remedies.

We aim to resolve most complaints at this stage within ten working days, depending on the nature of the matter and the availability of our team and your property.

Stage Two: Formal Investigation

If you are not satisfied with the outcome of the initial review, or if the issue is more serious or complex, you may request that your complaint be treated as a formal complaint. At this stage, we will:

Assign a senior member of our team to review the complaint in more detail.

Re-examine all relevant information, including any previous communication, inspection notes, and photographs.

Arrange a site visit where appropriate, so that we can assess your garden and any disputed work in person.

Consider whether our procedures were followed correctly and whether the service met the standards we expect from our gardening team.

Following the investigation, we will set out our findings and proposed resolution in writing. We aim to complete this stage within twenty working days, although more complex cases may take longer. If more time is required, we will keep you updated on progress.

Possible Outcomes and Remedies

Depending on the findings of our investigation, we may offer one or more of the following remedies:

Corrective gardening work to bring the garden up to the agreed standard.

A partial or full adjustment to the invoice where appropriate.

Changes to future service arrangements, such as assigning a different gardening team or adjusting visit schedules.

A clear explanation and, where applicable, an apology.

Any remedy will be tailored to the circumstances of your complaint and the impact on you as the customer.

Your Responsibilities During the Process

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about the issue.

Respond promptly to our requests for further details or to arrange access to your garden.

Treat our staff with courtesy and respect throughout the process.

Cooperate with any reasonable steps required to put things right.

We are committed to handling every complaint professionally and respectfully, and we expect the same in return.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will handle your personal data in line with our data protection obligations and only keep it for as long as necessary to manage your case and meet any legal or regulatory requirements.

Continuous Improvement

We review complaints on a regular basis to identify patterns, training needs, or changes we can make to our gardening services and internal processes. Feedback from customers plays a vital role in helping Gardeners Edmonton maintain and improve standards across the full range of services we provide, from lawn care and hedge trimming to full garden makeovers.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Gardeners Edmonton may update it from time to time to reflect changes in our services or in good practice. The latest version will always apply to new complaints received.