Gardeners Orpington Complaints Procedure

This Complaints Procedure explains how Gardeners Orpington handles concerns and complaints about our gardening and grounds maintenance services. Our aim is to provide a clear, fair and timely process so that any issues are dealt with professionally and used to improve our work.

Our commitment to you

We want every client to be satisfied with the gardening services they receive. If something goes wrong, we encourage you to tell us as soon as possible so we can put things right. We are committed to treating all complaints seriously, investigating them carefully and responding in a respectful and constructive manner.

We will always aim to:

Listen to your concerns and understand what has happened from your point of view.

Investigate the matter promptly and thoroughly.

Respond within the timeframes set out in this procedure.

Explain our findings clearly and honestly.

Take appropriate action to resolve the issue where we are at fault.

Use feedback to improve our gardening services and customer care.

What is a complaint

A complaint is any expression of dissatisfaction about our services, our staff, our contractors, or the way we have handled a previous concern. You may wish to complain if, for example, you feel that:

The standard of gardening work has not met what was agreed.

Our staff have been unprofessional or discourteous.

Appointments or scheduled visits have not been kept without reasonable explanation.

Your enquiry or earlier concern has not been handled properly.

Any health and safety or site conduct issue has arisen during our work.

How to make a complaint

You can make a complaint in writing or by speaking to us. Written complaints help us keep a clear record of all details, but we will accept complaints in whichever way is most convenient for you.

When you contact us, please include:

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

The date or dates when the issue occurred.

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

Any relevant photos, notes or other information that might help us understand the situation.

What you would like us to do to put things right, where possible.

Stage one: Initial resolution

In the first instance, we encourage you to raise your concern with the person you normally deal with at Gardeners Orpington, such as the gardener in charge of your site or your usual contact in our office. Many issues can be resolved quickly and informally at this point.

We will aim to acknowledge your complaint at this stage as soon as reasonably possible. Where the matter is straightforward, we will try to resolve it immediately or within a few working days. If we need a little longer, we will let you know and explain why.

Stage two: Formal investigation

If you are not satisfied with the outcome at stage one, or if your complaint is more serious or complex, you may ask for a formal investigation. This will normally be handled by a manager or senior member of the Gardeners Orpington team who has not been directly involved in the original issue wherever possible.

We will acknowledge your formal complaint and confirm that it has moved to stage two. We will review all relevant information, which may include:

Details of the work agreed and carried out.

Comments from staff who were present on site.

Any photos, videos or notes provided by you or by our team.

Previous correspondence or records linked to your contract or bookings.

Following this review, we will provide a written response setting out:

Our understanding of your complaint.

What we have investigated and the information we have considered.

Our findings, including whether we believe the complaint is upheld in full, in part, or not upheld.

Any actions we will take, such as remedial gardening work, adjustments to future visits, staff guidance or other steps to resolve the matter.

Timeframes

We aim to handle complaints as promptly as possible. While exact timings can vary depending on the nature of the issue, we will always try to:

Acknowledge your complaint within a reasonable period of receiving it.

Complete a stage one response within a short period for most routine matters.

Complete a stage two formal investigation within a reasonable and proportionate timeframe, taking into account the complexity of the complaint and the availability of key staff.

If we are unable to meet these aims, for example during very busy seasonal periods for gardening work, we will inform you and give an updated timescale.

Possible outcomes and remedies

Where we find that your complaint is justified, we will seek to offer a fair and appropriate remedy. Depending on the circumstances, this might include:

Carrying out additional or corrective gardening work.

Reviewing and adjusting future maintenance plans.

Providing guidance or further training to staff involved.

Changing internal procedures to reduce the likelihood of similar issues arising.

In cases where we do not uphold a complaint, we will explain our reasons clearly so you understand how we reached that decision, even if you do not agree with it.

Confidentiality and data protection

All complaints are treated in confidence and in line with our obligations under data protection law. Information you provide will only be shared with those who need it to investigate and resolve your complaint, or where we are legally required to disclose it.

Our ongoing improvement

Gardeners Orpington views complaints as an important source of feedback. We regularly review the issues raised to identify patterns, improve our gardening practices, enhance customer service and maintain high standards across our service area. By telling us when something has gone wrong, you help us deliver a better experience for all clients.

This Complaints Procedure does not affect your statutory rights. If you have any questions about how we handle complaints or would like clarification on any part of this process, you are welcome to contact us and we will be happy to explain further.