Gardeners Lower Morden Complaints Procedure

Gardeners Lower Morden is committed to providing reliable, professional gardening and grounds maintenance services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us.

Our Approach to Complaints

We treat all complaints seriously and view them as an opportunity to learn and improve. We aim to resolve most issues quickly and informally, but we also offer a clear, structured process for more formal complaints. We handle all complaints fairly, consistently and without discrimination.

We will always aim to:

Listen carefully to your concerns about our gardening or maintenance work.

Investigate what has happened in a balanced and objective way.

Respond within reasonable timescales and keep you updated.

Offer a clear explanation, apology where appropriate, and suitable remedial action.

What This Procedure Covers

This procedure applies to complaints about the gardening and related services we provide. This may include concerns about:

The quality of gardening work carried out at your property.

Behaviour, conduct or attitude of our gardeners or representatives.

Failure to deliver services agreed in a quote or schedule.

Delays, missed appointments or poor communication.

Health and safety concerns related to our work on your premises.

If your concern relates to something outside our control, we will explain this and, where possible, suggest who you may need to contact instead.

Raising an Informal Concern

In many cases, issues can be resolved quickly by speaking directly with the gardener on site or the person you normally deal with at Gardeners Lower Morden. We encourage you to raise concerns as soon as you become aware of a problem, so we can address it promptly.

When raising an informal concern, please provide:

Your name and the address where we carry out gardening services.

A clear description of what has gone wrong.

When the issue occurred, including relevant dates and times.

The outcome you would like, such as a return visit or correction to work.

If we can resolve your concern immediately, we will do so and confirm what has been agreed. If we need more time to look into it, we will advise you of the next steps and an estimated timescale.

Making a Formal Complaint

If you feel that your concern has not been resolved informally, or if the matter is serious, you may make a formal complaint. You can raise a formal complaint in writing. Written complaints help us to understand the issue clearly and create an accurate record.

Please include the following information so we can investigate your complaint efficiently:

Your full name and address.

A description of the gardening services provided.

Dates of visits or work affected.

Details of what went wrong and why you are dissatisfied.

Any previous attempts made to resolve the matter and the outcome.

Any photographs or notes that may help us understand the issue.

How We Handle Formal Complaints

Once we receive your formal complaint, we will acknowledge it within a reasonable period. We will assign a member of our team, who was not directly involved in the original work where possible, to investigate the matter.

The investigation may involve:

Reviewing job records, schedules and any relevant documentation.

Speaking with the gardeners or staff involved in the work.

Arranging a site visit to inspect the garden or outdoor area where appropriate.

We aim to provide a full response within a reasonable time frame, depending on the complexity of the complaint. If more time is needed, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will provide a clear written response. This will include:

A summary of your complaint.

Details of our investigation and findings.

Our decision on whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right, if appropriate.

Examples of possible resolutions may include:

Arranging a revisit to correct or complete gardening work.

Offering alternative solutions for garden maintenance or planting.

Reviewing and improving our internal procedures and staff training.

Providing an apology where service has fallen below our expected standards.

If You Remain Dissatisfied

If you are not satisfied with our response to your formal complaint, you may request that it is reviewed. A more senior member of our team will re-examine the details, the investigation carried out, and the decision made. They may contact you for further information and will provide a final written outcome.

Recording and Using Complaint Information

We keep a record of complaints received, how they are handled, and the outcomes reached. This information helps us to identify patterns, improve our gardening services, and enhance communication with customers across our service areas. We treat complaint information sensitively and in line with applicable data protection principles.

Continuous Improvement

Gardeners Lower Morden is committed to maintaining high standards in garden care, grounds maintenance and customer support. Feedback, including complaints, plays an important role in helping us review our methods, equipment, scheduling and staff training so that we can continue to deliver dependable gardening services to our clients over the long term.

We encourage all customers to share their experiences with us, whether positive or negative, so that we can keep improving how we work in gardens and outdoor spaces throughout the areas we serve.