Complaints Procedure

Gardeners Leaves Green Complaints Procedure

Gardeners Leaves Green is committed to providing reliable, professional gardening services to all customers in our service area. We aim to deliver work that is safe, consistent and of a high standard. If you feel that something has gone wrong, we want to hear from you so that we can put matters right and improve our services. 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.

Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our gardening services. This may include concerns about the quality of work, conduct of team members, timing of visits, communication, billing issues or health and safety matters. We welcome feedback and treat all complaints seriously, whether they are minor issues or more serious concerns.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services that requires a response. You can complain if you believe that we have not delivered gardening services as agreed, have acted in a way that seems unprofessional, have caused damage, or have failed to follow our usual standards and procedures. If you are unsure whether your concern is a complaint or simply feedback, we will treat it as a complaint if you tell us you would like it investigated.

How to make a complaint

You can make a complaint in writing or by speaking directly to a member of our team during or after a visit. Written complaints can be sent by post to our business address. When making a complaint, please provide as much detail as you can so that we can understand the issue and investigate it thoroughly.

It helps if you include your full name, the property address where the gardening work took place, the date or dates of the visit, a clear description of what went wrong, and any relevant information about previous conversations or actions taken. If you wish, you may also send photographs that show the problem, such as damage to plants, lawns, structures or garden features.

Time limits for raising complaints

We encourage customers to raise concerns as soon as possible after the issue arises. This allows us to investigate while events are still recent and evidence is available. As a general guide, we ask that complaints are made within 30 days of the relevant service visit. We will still consider complaints made after this period, but it may be more difficult to investigate and resolve them fully.

How we will handle your complaint

Once we receive your complaint, we will log it and ensure it is passed to a responsible person within Gardeners Leaves Green for review. Where possible, we will try to resolve straightforward issues quickly and informally, for example by revisiting the garden to complete work, correcting an invoice, or arranging a discussion to clear up a misunderstanding.

If the complaint is more complex or cannot be resolved immediately, we will follow a more formal process. We aim to acknowledge your complaint in writing within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint, set out who is handling it, and outline the next steps in the process.

Investigation and response timescales

An appropriate member of our team will investigate your complaint. This may involve reviewing visit notes, photographs, schedules, and invoices, and speaking to the gardeners who attended your property. Where necessary, we may request further details from you or arrange a site visit to see the garden in person.

We aim to provide a full written response within a reasonable period, usually within 14 working days of acknowledging your complaint. If we are unable to meet this timescale, for example during very busy seasonal periods or where the matter is particularly complex, we will explain the delay and give you an updated timescale.

Possible outcomes and remedies

When our investigation is complete, we will provide a clear explanation of our findings and any actions we propose to take. Depending on the nature of the complaint, outcomes may include an apology, a repeat or correction of the gardening work at no additional cost, a partial or full refund, an adjustment to an invoice, or changes to how we schedule or manage future visits.

Our aim is always to reach a fair and reasonable resolution that reflects the impact the issue has had on you and your garden, while also taking into account the scope of our agreed services and any limitations that may apply, such as weather, site conditions or factors beyond our control.

If you are not satisfied with the outcome

If you remain unhappy after receiving our response, you can ask for your complaint to be reviewed. A different member of our management team will look again at the details of your complaint, the investigation carried out, and the outcome offered. They may contact you for more information or arrange to visit your garden to see the situation directly.

Following this review, we will provide a final response setting out our decision and the reasons for it. This represents the final stage of our internal complaints procedure. While we hope this will resolve your concerns, you may choose to seek independent advice if you still feel the matter is unresolved.

Confidentiality and data protection

All complaints are handled in confidence. We will share information about your complaint only with those who need it in order to investigate and resolve the matter. Any personal information you provide will be handled in line with our approach to data protection and used only for the purpose of managing your complaint and improving our gardening services.

Using complaints to improve our services

We review complaints regularly to identify patterns and areas where we can improve. This may lead to additional training for our gardeners, improvements to our scheduling and communication, updates to our service descriptions, or changes to how we care for gardens in different conditions. By raising a complaint, you help Gardeners Leaves Green maintain and develop a dependable gardening service for homes and businesses across our service area.

Contacting Gardeners Leaves Green about complaints

If you have any questions about this complaints procedure, or if you would like guidance on how to raise a concern about our gardening services, please contact us using our usual contact details. We will be happy to explain the process and support you in telling us what has gone wrong so that we can work together towards a fair solution.