Complaints Procedure
Gardeners Bromley Complaints Procedure
Gardeners Bromley is committed to providing reliable, professional gardening services and maintaining long-term relationships with our customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We aim to deal with all complaints fairly, consistently and as quickly as possible. We use feedback to improve our services and internal processes. All complaints are treated confidentially and with respect for everyone involved.
Our goals when handling a complaint are to:
Understand clearly what has gone wrong from your perspective.
Investigate the matter thoroughly and impartially.
Offer a prompt and fair resolution where something has not met the expected standard.
Use the outcome to improve how we deliver our gardening services in the future.
What Is a Complaint
A complaint is any expression of dissatisfaction about our gardening services, our staff, or how we have handled a previous enquiry or issue, where you would like a response or resolution.
Examples of complaints include:
Concerns about the quality of gardening or maintenance work carried out.
Issues with the conduct, attitude or behaviour of our gardeners or office staff.
Problems with scheduling, access arrangements, or communication before or after a visit.
Disagreement with an invoice, quotation, or scope of work agreed.
You do not need to use any specific wording or form for your concern to be treated as a complaint.
How to Make a Complaint
You can raise a complaint using any method you are comfortable with. We are happy to receive complaints in writing or verbally. Please provide as much detail as you can so that we can understand and investigate the issue effectively.
Helpful information to include is:
Your full name.
The service address.
The date or approximate date of the work or incident.
A clear description of what happened and why you are dissatisfied.
Any steps you would like us to consider as part of the resolution.
If you are making a complaint on behalf of someone else, we may ask for confirmation that you have their permission to act for them, where appropriate.
Stage One: Initial Review and Response
Once we receive your complaint, we will record it and arrange for it to be reviewed by an appropriate member of our team.
Acknowledgement
We aim to acknowledge your complaint within a reasonable timeframe. Where possible, we will acknowledge it using the same method you used to contact us, unless you request otherwise.
Investigation
We will then investigate your concerns. This may involve:
Reviewing job records, schedules, and any notes taken at the time of the visit.
Speaking with the gardeners or team members involved.
Considering photographs, plans, or other relevant information relating to your garden or the service provided.
Outcome
Once our investigation is complete, we will provide you with a response explaining:
What we have found.
Whether we agree that something has gone wrong or fallen below the expected standard.
Any steps we propose to put things right, which may include remedial work, adjustments, or other reasonable actions.
We aim to provide a full response in a reasonable timeframe, depending on the complexity of the issue. If we need more time, we will let you know and explain why.
Stage Two: Further Review
If you remain dissatisfied after our initial response, you may request a further review. This allows us to take another careful look at your complaint, usually by a more senior member of the team who has not been directly involved in the matter so far.
To request a further review, please clearly state why you are not satisfied with the initial outcome and what you would like us to reconsider.
During the further review stage we will:
Re-examine the original complaint, evidence and response.
Consider any new information you provide.
Decide whether the initial decision was fair and reasonable or whether it should be changed.
We will then provide a final written or verbal response setting out our findings and any revised resolution we can offer.
Time Limits for Making a Complaint
We encourage you to raise any concerns about our gardening work as soon as possible, so that we can address them promptly and effectively. Complaints raised long after the work was carried out may be more difficult to investigate, particularly where access, planting seasons, or weather conditions affect the appearance of your garden over time.
While we do not apply rigid deadlines, we may limit what can be done if a significant amount of time has passed since the event in question. We will always explain our reasoning if this affects our ability to respond.
Our Expectations of Customers
We understand that raising a complaint can be stressful or frustrating. Our team will always aim to treat you with courtesy, patience and respect. In return, we ask that you communicate with us in a calm and respectful manner, and give us a fair opportunity to investigate and resolve the issue.
If behaviour becomes abusive, threatening or unreasonable, we may have to restrict the way we communicate, but we will still seek to address any legitimate concerns raised about our services.
Using Feedback to Improve Our Services
Every complaint and piece of feedback is an opportunity for Gardeners Bromley to improve the way we plan, deliver, and manage our gardening services. We periodically review complaints to identify patterns and to make changes that prevent similar issues in the future. This can include additional staff training, adjustments to our scheduling systems, or clearer communication about the scope and limitations of particular services.
Updates to This Complaints Procedure
We may review and update this complaints procedure from time to time to reflect changes in our services, our internal processes, or relevant legal requirements. The latest version will apply to all new complaints received after it is published.
If you have any questions about this procedure, or are unsure how to raise a concern, please contact us and we will guide you through the process. Our aim is always to reach a fair and practical solution and to maintain your confidence in Gardeners Bromley as your gardening service provider.
