Complaints Procedure for Gardeners De Beauvoir Town

Gardeners De Beauvoir Town is committed to providing reliable, professional gardening 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 handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We treat every complaint seriously and use your feedback to maintain and improve the quality of our gardening work. Our aims are to:

Respond to you promptly and courteously.

Investigate your concerns thoroughly and fairly.

Put things right where we have made a mistake.

Learn from issues raised and improve our service across our gardening teams.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether the issue is large or small. This may include:

Concerns about the quality of gardening work carried out.

Issues with timings, reliability, or missed appointments.

Concerns about how our gardeners or office team have communicated with you.

Disputes relating to invoices or agreed work specifications.

If you raise a concern during a visit and it is resolved immediately to your satisfaction, it will not usually be logged as a formal complaint. If the issue remains unresolved, you may use this procedure.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep accurate records, but we will accept complaints in whichever way is most convenient for you.

When you contact us, please provide as much detail as possible, including:

Your full name and the service address.

The date and, if possible, approximate time of the gardening visit or incident.

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

Any steps already taken to resolve the matter with our gardeners on site.

What you would consider a fair resolution.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within three working days. The acknowledgement will confirm that we have received your complaint and will outline the next steps.

An appropriate member of our team, usually the service or operations lead responsible for your area, will review your complaint. They may contact you to clarify details or request photographs or other supporting information, particularly for issues relating to garden condition or quality of work.

We aim to provide a full response to most complaints within ten working days of acknowledgement. If we are unable to meet this timescale, for example if we need to carry out a site visit or speak to staff who are unavailable, we will inform you and let you know when you can expect a full reply.

Investigation and Site Visits

Our investigation may include:

Reviewing our records of the booking, agreed work, and visit notes.

Speaking to the gardeners who attended your property.

Examining any photographs, messages, or other relevant documents.

Arranging a follow-up visit to your garden, where necessary and with your agreement, to inspect the work on site.

We will always aim to carry out any site inspection as soon as reasonably practical, taking into account access, weather conditions, and your availability.

Stage Two: Outcome and Resolution

Once the investigation is complete, we will explain our findings and any actions we propose to take. Depending on the nature of the complaint, possible outcomes may include:

Offering to correct or repeat the gardening work at no additional cost where we are at fault.

Offering a partial or full refund where appropriate.

Agreeing amendments to future work schedules or service levels.

Providing additional information or clarification where there has been a misunderstanding.

If we do not uphold your complaint, we will explain the reasons clearly, based on the evidence available.

Stage Three: Escalation

If you are not satisfied with the outcome at Stage One, you may request a further review. Your request for escalation should set out why you remain dissatisfied and what you believe has not been addressed.

A senior member of the Gardeners De Beauvoir Town management team, who has not previously been involved in the matter, will review the complaint, the investigation carried out, and the decision made. They may contact you directly for further discussion.

We will provide a final written response following this review, normally within ten working days of your escalation request, or we will inform you if more time is required and explain why.

Your Responsibilities as a Customer

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

Raise concerns as soon as possible after the issue arises.

Provide accurate, complete information and any evidence that may assist our investigation.

Allow us reasonable access to the garden or outdoor space if a site visit is needed.

Communicate with our staff respectfully and safely at all times.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will only be shared with staff who need it to investigate and resolve the matter. Any personal information you provide will be processed in line with applicable data protection legislation and used only for the purpose of managing your complaint and improving our services.

Using Feedback to Improve Our Gardening Services

We value feedback from all customers, whether you use our garden maintenance services regularly or only occasionally. We review complaints periodically to identify patterns, training needs, or changes required to our systems and working practices. This helps us maintain consistent standards of lawn care, planting, pruning, and general garden upkeep across our service area.

By following this complaints procedure, Gardeners De Beauvoir Town aims to resolve issues fairly and promptly, maintain trust with our customers, and continue to provide dependable gardening services.