Complaints Procedure

Gardeners Homerton Complaints Procedure

Gardeners Homerton is committed to providing reliable and professional gardening services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know, so we can address any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle every complaint with care and respect. We will always take your concerns seriously, listen carefully to what you tell us, and work to put things right wherever reasonably possible. We see feedback as an important way to improve our gardening services, customer communication, and day-to-day operations across our local service area.

We will treat all complaints confidentially, in line with our privacy practices, and only share information internally where it is necessary to investigate and resolve your concerns.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our gardening services, our staff, or the way we have handled an enquiry or booking, where you would like a response or resolution. Examples might include:

Issues with the quality or completeness of gardening work carried out on your property. Concerns about punctuality, behaviour, or communication from our gardeners. Disagreements about what was agreed, such as the scope of work or pricing. Problems with scheduling, access, or how we have communicated changes to appointments. Any other matter where you feel we have not met your reasonable expectations.

You do not need to use any special form or wording for your concern to be treated as a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally, whichever is easiest for you. When making a complaint, please provide as much detail as you can, including:

Your name and the address where the gardening work was carried out. The date of the service and, if possible, the approximate time. A clear description of what went wrong or why you are dissatisfied. Any steps already taken to try to resolve the issue with our gardeners on site. Any photos or notes you think may help explain the problem.

If you make a complaint verbally, we may ask to confirm key details in writing so we can keep an accurate record of what has been raised and how we have agreed to respond.

Informal Resolution

Where appropriate, we will always try to resolve issues informally and quickly. If you raise a concern during or immediately after a visit, our gardeners or office team will do their best to address the matter straight away. This might include clarifying what was agreed, revisiting an area of the garden, or arranging a return visit to complete work that has been missed or needs adjustment.

If we are able to resolve the issue to your satisfaction at this informal stage, we will still record the complaint internally so we can learn from it and improve our services.

Formal Complaints Process

If your complaint cannot be resolved informally, or if you prefer to make a formal complaint from the outset, the following process will apply.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. We will confirm that we have received your concerns and outline the next steps, including when you can expect a detailed response.

Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue, wherever possible. They may:

Review job notes, schedules, and any relevant documentation. Speak with the gardeners who attended your property. Ask you for additional information or clarification if needed. Visit your property if a site inspection is necessary and practical.

Our aim is to conduct this investigation fairly and objectively, considering both your account and the information provided by our team.

Response and Outcome

Once the investigation is complete, we will provide a clear and concise response setting out:

What we understand your complaint to be. The steps we have taken to investigate the matter. Our findings and any conclusions reached. Any actions we propose to take to resolve the issue.

Where we find that we have not met our usual standards, we will seek to put things right. Depending on the circumstances, this may include rectifying work, providing additional services, adjusting charges where appropriate, or taking internal action to prevent a recurrence.

Timescales

We aim to resolve complaints as quickly as possible. While exact timescales may vary depending on the nature and complexity of the issue, we will:

Acknowledge your complaint promptly. Keep you updated if our investigation is likely to take longer than expected. Provide a full response once our investigation is complete and within a reasonable time frame.

If at any point there is likely to be a delay, we will let you know and explain the reason.

If You Are Not Satisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed by a more senior member of our team, where available. They will consider the original complaint, the investigation, and our response, and will decide whether any further action is appropriate.

We value long-term relationships with our customers and will make every reasonable effort to reach a fair and practical resolution.

Using Feedback to Improve Our Services

All complaints and significant concerns are logged and reviewed regularly. We use this information to identify patterns, address training needs, and improve our gardening services, scheduling processes, and communication with customers across our local area.

By raising your concerns with Gardeners Homerton, you help us maintain and improve the quality of our work. We appreciate the time you take to let us know when something has not gone as it should and are committed to handling every complaint with professionalism and respect.