Gardeners Petersham Complaints Procedure

Gardeners Petersham is committed to providing reliable, professional gardening services and to resolving any concerns in a fair and timely manner. This Complaints Procedure explains how you can raise a complaint, how we handle it, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to complain about any aspect of our gardening services. It applies to all work carried out by Gardeners Petersham, including regular garden maintenance, one-off tidy-ups, lawn care, hedge cutting, planting, and other related services in our local service area.

We use all feedback, including complaints, to improve the quality, reliability, and professionalism of our work.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, standards, communication, conduct of our gardeners, or the way your booking or account has been handled, where you would like us to investigate and respond.

Examples of issues that may lead to a complaint include, but are not limited to:

Work not completed as agreed or to the expected standard.

Damage to property, plants, lawns, or outdoor structures allegedly caused by our team.

Missed or delayed appointments without sufficient notice.

Concerns about staff behaviour or conduct on site.

Disputes about quotes, invoices, or payment arrangements.

3. How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to resolve issues raised informally on site or by phone, we recommend that you submit your complaint in writing so that there is a clear record of the matter.

When submitting a complaint, please provide as much detail as possible, including:

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

The date and time of the visit or visits you are concerned about.

A clear description of the issue, including what went wrong and how it has affected you.

Any supporting information, such as photographs, estimates for remedial work, or copies of quotes and invoices.

What outcome you are seeking, for example a return visit, correction of work, or another form of remedy.

4. Our Complaints Handling Stages

Stage 1: Informal Resolution

If you raise a concern directly with the gardener on site or with our office shortly after the visit, we will aim to resolve it informally where possible. Depending on the nature of the issue, this may involve:

Clarifying what was agreed in the original quote or discussion.

Arranging for the gardener to return to complete or rectify work.

Discussing alternative solutions that address your concern.

If we are unable to resolve the matter informally to your satisfaction, or if you prefer a formal process, your complaint will move to Stage 2.

Stage 2: Formal Complaint

Once you have submitted a formal complaint, we will acknowledge receipt as soon as reasonably possible. We will then assign your complaint to a manager or senior member of staff who was not directly involved in the original work, where practicable, to ensure fairness.

As part of the formal investigation, we may:

Review your complaint and any supporting documents or photographs.

Check internal records, including quotes, job notes, and invoices.

Speak with the gardeners or staff members involved.

Arrange a site visit to inspect the garden and any alleged damage or incomplete work.

We will aim to provide a written response within a reasonable timeframe, explaining our findings and any proposed resolution. If we cannot meet this timeframe, we will let you know and give an updated estimate.

Stage 3: Further Review

If you are not satisfied with the outcome at Stage 2, you may request a further review. In your request, please explain why you are unhappy with the decision and what you believe has not been properly considered.

Where possible, your complaint will then be reviewed by a more senior person within Gardeners Petersham. They may:

Re-examine the evidence and decision reached at Stage 2.

Ask for additional information from you or our staff.

Confirm, vary, or overturn the original decision.

The outcome of this review will be our final position on the complaint.

5. Time Limits for Making a Complaint

You should raise your complaint as soon as possible so that we can investigate effectively. In most cases, we will only be able to consider complaints made within a reasonable time of the work being carried out, particularly where garden conditions, weather, and further growth may make it harder to assess the original work.

6. Possible Outcomes and Remedies

Depending on the findings of our investigation, possible outcomes may include:

A clear explanation or apology where something has gone wrong.

A return visit to put matters right, such as re-cutting lawns or hedges, adjusting planting, or clearing remaining waste.

A partial or full reduction of the invoice, where appropriate.

Recommendations for changes to how we plan or deliver services in the future.

Any remedy offered will be proportionate to the nature of the complaint and the impact on you.

7. Our Commitment to Fairness and Respect

All complaints will be handled confidentially and with respect for both customers and staff. We will not treat you less favourably because you have made a complaint. In return, we expect our team to be treated with courtesy and will not tolerate abusive or threatening behaviour towards any member of staff.

8. Continuous Improvement

We regularly review complaints data and feedback to identify patterns and opportunities to improve our gardening services. This may include extra training for gardeners, changes to our scheduling and communication, or adjustments to how we quote and describe work in the local area we serve.

9. Updates to this Complaints Procedure

Gardeners Petersham may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or relevant guidance. The latest version will apply to all new complaints from the date it is published.