Complaints Procedure

Gardeners Kenton Complaints Procedure

Gardeners Kenton is committed to delivering reliable and professional gardening services throughout our local area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from the experience, and continue to improve our services for all customers.

This complaints procedure explains how you can raise a concern or complaint, how we will handle it, and what you can expect from us at each stage.

What This Complaints Procedure Covers

This procedure applies to complaints about any gardening or related services provided by Gardeners Kenton. It is intended for domestic and commercial customers who wish to raise concerns about the standard of work, our conduct on site, or how we have managed a booking or ongoing maintenance schedule.

We treat all complaints seriously and use them as an opportunity to review our processes, training, and communication to ensure we continually improve the way we work in gardens across the area.

What We Class As A Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This could include, for example:

Concerns about the quality of gardening work carried out on your property.

Issues with the way our team has followed agreed instructions or specifications.

Problems with timing, reliability, or attendance for scheduled visits.

Concerns about the behaviour or conduct of our staff or contractors while on site.

Disagreement about charges, invoices, or quoted work and what has been delivered.

If you are unsure whether your concern is a complaint, please raise it with us and we will make sure it is handled appropriately.

How To Make A Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us understand the details clearly and keep an accurate record of what has happened.

When raising a complaint, please provide the following information so we can investigate efficiently:

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

Dates of the visit or visits you are complaining about.

A clear description of what went wrong or what you are unhappy with.

Any relevant photographs or notes that help explain the issue.

What you would like us to do to put things right, if you have a preferred outcome.

If you are making a verbal complaint, our team will record these details on your behalf so that we have a clear basis for our investigation.

Our Complaints Handling Stages

We aim to deal with all complaints in a fair, consistent, and timely manner. Our complaints process usually follows these stages.

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have logged your concerns and tell you who will be handling the matter. If we need any further information at this point, we will ask for it so that our investigation can be thorough and accurate.

Stage Two: Investigation

The person handling your complaint will review all relevant details, which may include:

Speaking with the gardeners or team members who attended your property.

Reviewing job sheets, schedules, and any notes from previous communications.

Considering photographs or other evidence submitted by you or our team.

If required, we may propose a follow-up visit to inspect the garden in person and assess the situation on site.

Stage Three: Response

After our investigation, we will provide a clear response setting out:

Our understanding of your complaint.

What we have found following our investigation.

Any steps we propose to resolve the issue.

Any changes we plan to make to prevent similar issues from arising again.

Where appropriate, we may offer to carry out remedial work, adjust an invoice, or agree another practical solution that is reasonable in the circumstances.

Timeframes For Handling Complaints

We aim to resolve most complaints as quickly as possible. While exact timescales may vary depending on the complexity of the issue and whether a site visit is needed, we will always strive to:

Acknowledge your complaint promptly after receiving it.

Investigate your concerns without unnecessary delay.

Provide a clear response as soon as we reasonably can.

If we anticipate that our investigation may take longer than usual, we will keep you informed about our progress and when you can expect a further update.

If You Are Not Satisfied With The Outcome

If you are not satisfied with our initial response, please let us know. Where possible, your complaint will be reviewed by a more senior member of our team, who will consider whether the outcome and any proposed resolution remain fair and reasonable.

In reviewing your complaint again, we will consider any new information you provide and check that our original investigation was completed thoroughly and objectively.

Our Commitment To Fairness And Respect

All complaints are handled professionally, confidentially, and with respect. We will never treat you unfavourably because you have raised a concern or complaint about our gardening services.

We expect our staff and customers to communicate respectfully at all times. If a complaint involves abusive, threatening, or discriminatory behaviour, we may limit or manage communication to protect our team while still aiming to address any legitimate service issues raised.

Using Complaints To Improve Our Services

Feedback from customers across our service area is important in helping us maintain and improve the standard of our work. We regularly review complaints to identify recurring themes or areas where additional training, supervision, or changes to our procedures may be required.

By following this complaints procedure, Gardeners Kenton aims to ensure that every concern is taken seriously and that fair, practical solutions are offered whenever something goes wrong with our gardening services.

Confidentiality and Data Protection

Information you provide as part of a complaint will be used only to investigate and respond to your concerns, and to help us improve our services. We will handle your personal information in line with applicable data protection principles, keeping it secure and only sharing it internally where necessary to deal with your complaint.

We appreciate you taking the time to raise any issues with us and giving Gardeners Kenton the opportunity to put things right and maintain the quality of our gardening services.