Complaints Procedure

Complaints Procedure for Gardeners Brent Clients

Gardeners Brent is committed to providing reliable and professional gardening services across our local area. We aim to deliver high standards of work and clear communication on every visit. However, we recognise that sometimes things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and handle them with fairness, respect and confidentiality. Our goals when dealing with a complaint are to:

Listen carefully to your concerns and understand the issue.

Investigate what has happened in a prompt and objective way.

Offer a clear explanation and, where appropriate, a practical solution.

Use feedback to improve our gardening services and customer care.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our gardening services, our team members, our communication, or the way we have handled a previous issue. This can include, for example:

Concerns about the quality or completeness of gardening work carried out at your property.

Disagreement about what was agreed in a quote, visit, or maintenance plan.

Issues with how our staff have behaved or communicated during a visit.

Problems with appointments, timings, access to your garden, or tidiness after a job.

You do not need to use any special words for your concern to be treated as a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints can be clearer and easier to review, but you are free to choose whichever method is simplest for you. When making a complaint, please include:

Your full name and the address where the gardening work was carried out.

Dates and times of the visits or work you are unhappy with.

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

Any relevant details such as photos, job references, or names of staff you spoke to.

What outcome you would like to see, for example a return visit, correction of work, or another form of resolution.

Stage One: Informal Resolution

Many issues can be resolved quickly by speaking directly with the gardener on site or with our office team. If you raise a concern at this informal stage, we will aim to:

Acknowledge your concern as soon as possible.

Understand the problem and, where appropriate, discuss it with the team involved.

Offer a practical solution, such as revisiting your garden to inspect the work, correcting any errors, or agreeing changes to future visits.

If you feel your concern has not been resolved informally, or the matter is more serious, you can move to a formal complaint.

Stage Two: Formal Complaint

If you wish to make a formal complaint, please make this clear when you contact us. Once we receive a formal complaint, we will:

Acknowledge receipt within a reasonable time, normally within a few working days.

Review the details of your complaint, including any supporting information you have provided.

Speak with team members who were involved in the work or communication.

Where necessary, arrange a visit to your property to inspect the garden and assess the work carried out.

Timescales for Our Response

We aim to provide a full response to your complaint within a reasonable timeframe. In most cases, we will:

Confirm that we have received your complaint and are investigating it within a few working days.

Complete our investigation and send you a detailed response within a set period wherever possible.

If we need more time because the issue is complex or requires additional visits, we will let you know and keep you updated on our progress.

Outcome of Your Complaint

When we have finished investigating your complaint, we will provide you with a clear outcome. This will normally include:

A summary of the issues you raised.

Our findings following the investigation.

Any steps we have already taken to put things right.

Any further actions we propose, such as remedial work, adjustments to future services, or other appropriate remedies.

If we do not uphold your complaint, we will explain our reasons carefully and transparently.

If You Are Still Unhappy

If you remain dissatisfied after receiving our response, you can contact us again to explain why. We will review your concerns, check that our process has been followed correctly, and consider whether any further investigation or action is appropriate. We are committed to being fair, reasonable and open to feedback at every stage.

Quality Improvement and Learning

Every complaint is an opportunity for us to improve our gardening services and how we communicate with customers. We regularly review complaints to:

Identify patterns or recurring issues that need attention.

Provide additional training or guidance for our gardeners and office staff.

Refine our processes, schedules and service descriptions to avoid misunderstandings.

Improve the overall experience for customers who rely on us to maintain their gardens.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for managing and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will only share details with team members who need the information to investigate or address the issue.

Working Together for a Positive Outcome

We value long term relationships with our customers and want you to feel confident in the gardening services we provide. By following this Complaints Procedure, we aim to resolve issues fairly and promptly and to maintain the trust of households and properties we look after. If you have any concerns about our work or service, please let us know so we can address them and continue to improve.