Complaints Procedure for Gardeners Norbury Clients

Gardeners Norbury is committed to delivering reliable and 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 it, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and see them as an opportunity to review and improve our work. We aim to resolve issues promptly, fairly, and courteously, with minimal disruption to your home or garden. Your feedback helps us maintain high standards in all aspects of our gardening and maintenance services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our gardening services, communication, conduct of team members, scheduling, or administration, where you would like a response or resolution. Examples include concerns about:

Quality of lawn care, planting, pruning, or other gardening tasks

Damage to plants, garden structures, or property

Missed or delayed appointments

Behaviour or attitude of any member of our team

Accuracy of quotes or clarity of information provided

You may raise a complaint whether you are a one-off customer or a regular gardening client.

How to Raise a Complaint

You can make a complaint verbally or in writing. To help us investigate and resolve the matter efficiently, please provide the following information when you contact us:

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

A clear description of what happened and why you are dissatisfied

The date, or approximate date, of the visit or service

Any relevant details, such as the name of the gardener you spoke to or the type of service booked

What outcome you would consider fair, such as a revisit, correction of work, or an explanation

If you raise your complaint verbally, we may ask you to confirm key points in writing so that we can keep an accurate record.

Stage One: Initial Resolution

In the first instance, we encourage you to raise your concern as soon as possible after the issue arises. Where appropriate, you may discuss it directly with the gardener on site. Many issues can be resolved quickly through a straightforward conversation and minor adjustments to the work.

If the matter cannot be resolved on the spot, or if you prefer not to discuss it with the gardener, it will be passed to a member of our management team for review.

Stage Two: Formal Complaint Review

If your complaint cannot be resolved informally, or if you request a more formal approach, it will progress to our formal complaint review stage. At this stage we will:

Acknowledge your complaint and confirm that it is being investigated

Review relevant job notes, schedules, and any photographs or other supporting information

Where necessary, contact you to clarify any points or request further details

Assess whether our service met our usual standards and the terms agreed with you

We aim to provide a clear written or verbal response within a reasonable time frame. If we need longer due to the complexity of the issue or the need for a site visit, we will let you know and keep you updated.

Outcomes and Remedies

After reviewing your complaint, we will explain our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:

A full or partial correction of the gardening work

A follow-up visit to resolve outstanding tasks

An explanation or clarification where there has been a misunderstanding

Advice on how to prevent similar issues in the future

Where appropriate, a gesture of goodwill or other remedy

We will always aim to agree a fair and practical solution with you, taking into account the nature of the service provided and the condition of your garden or outdoor space.

Stage Three: Escalation

If you remain dissatisfied after our formal review and proposed resolution, you may request that your complaint be escalated. A senior member of our team, who has not been directly involved in the original work, will re-examine the matter. This may involve:

Reassessing the original complaint and our response

Reviewing any further information you provide

Conducting an additional site visit, if appropriate

We will then provide a final response, explaining our position and any further steps we are prepared to take. This will usually conclude our internal complaints procedure.

Time Limits for Making a Complaint

To allow us to investigate effectively, we recommend that you raise any complaint as soon as possible and ideally within a reasonable period of the gardening work being carried out. This helps us to recall details accurately and to inspect the garden while conditions are still comparable.

Our Expectations of Clients

We ask that all clients treat our team members with courtesy and respect throughout the complaints process. We will not tolerate abusive, threatening, or discriminatory behaviour. In rare cases where behaviour is unreasonable or persistent in a way that prevents us from handling the complaint fairly, we may set reasonable limits on future communication.

Using Feedback to Improve Our Services

All complaints, whether minor or more serious, are recorded and reviewed. We use this information to identify patterns, refine our procedures, and provide additional training where needed. Our goal is to learn from every concern raised and continue improving the quality and reliability of our gardening services.

Confidentiality and Data Protection

Information you provide when making a complaint is treated as confidential and used only for the purposes of investigating and resolving your concerns, managing our relationship with you, and improving our services. We will store and handle your information in line with applicable data protection principles.

Review of This Complaints Procedure

Gardeners Norbury reviews this complaints procedure from time to time to ensure it remains clear, fair, and effective. Any significant changes will be reflected in the latest version made available to clients.