Complaints Procedure

Gardeners Aldwych Complaints Procedure

Gardeners Aldwych is committed to providing reliable, professional gardening and grounds care services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right promptly and improve our services for the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all clients a clear and straightforward way to tell us if they are dissatisfied with any aspect of our gardening services. It covers complaints about our work quality, conduct on-site, communication, administration, billing, and any other service-related issues. We aim to handle all complaints fairly, consistently, and in a timely manner.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our gardening services, the behaviour of our gardeners or office team, or the way we have handled an enquiry or booking. Feedback that can be resolved immediately and informally on site will still be recorded, as it helps us monitor and improve our service standards.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to contact us as soon as possible after the issue arises, so that the details are fresh in everyone’s mind and we can address the problem quickly. When raising a complaint, please provide the following information where possible:

Your name and the property address where the gardening work was carried out. The date and approximate time the service took place. A clear description of the issue, including what happened and why you are dissatisfied. Any relevant evidence, such as photographs or notes, that may help us understand the situation. What outcome you are seeking, for example a return visit, correction of work, or an explanation.

If your complaint is made verbally and it appears complex or serious, we may ask you to confirm key details in writing so there is a clear record of your concerns.

Initial Acknowledgement

We aim to acknowledge all complaints promptly. Where possible, this will be done within two working days of receiving your complaint. The acknowledgement will confirm that we have received your complaint and will outline the next steps, including an estimated timeframe for our investigation and response.

Informal Resolution Where Possible

Many concerns about gardening work can be resolved quickly through a direct conversation with our team. In the first instance, we will usually try to resolve your complaint informally by:

Discussing the issue with the gardener who attended your property, where appropriate. Offering a follow-up visit to inspect the garden and review the work. Agreeing immediate corrective action where this is straightforward and acceptable to you.

If the matter is resolved at this stage, we will confirm the agreed outcome and any actions we will take. Even where the complaint is resolved informally, we will keep a record so that we can monitor recurring issues and improve our service.

Formal Investigation

If your complaint cannot be resolved quickly, or if you are not satisfied with the initial response, it will be treated as a formal complaint. A senior member of the Gardeners Aldwych team will be responsible for investigating. The investigation may include:

Reviewing your account of events and any evidence provided. Speaking with the gardeners and other staff involved. Inspecting the work carried out, either in person or through photographs. Checking job records, schedules, and any relevant notes.

We aim to complete the investigation and provide a full written response within ten working days of acknowledging your complaint. If, for any reason, we need more time, we will let you know, explain why, and give a revised timescale.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide you with a clear explanation of our findings and any actions we will take. Depending on the circumstances, outcomes may include:

A full or partial apology and explanation. A return visit to put things right, such as correcting or completing gardening tasks. A service review to adjust future work specifications or schedules. Staff training or internal changes to prevent similar issues. In certain cases, a reduction or adjustment to the invoice, where appropriate.

We will also explain any steps we are taking to improve our procedures, equipment, or training as a result of your complaint, where relevant.

Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome of the formal investigation, you can ask for the decision to be reviewed. Your request for review should set out why you remain unhappy and what you believe has not been addressed. The review will be carried out by a different senior person where possible, to ensure an independent view. Following the review, we will provide a final response setting out our position and any further actions we can reasonably take.

Confidentiality and Data Protection

All complaints will be handled sensitively and in confidence. Information about your complaint will be shared only with those who need it in order to investigate and respond. Any personal data processed as part of the complaints process will be handled in line with our wider data protection obligations.

Learning from Complaints

Gardeners Aldwych uses every complaint as an opportunity to review and improve our gardening services. We regularly monitor complaint patterns, identify recurring themes, and take action to address underlying causes. This may include updating work methods, investing in new equipment, adjusting our scheduling, or reinforcing standards with our gardeners.

By following this Complaints Procedure, we aim to resolve issues fairly and efficiently, maintain trust with our clients, and ensure that our gardening services continue to meet high standards of quality and reliability.