Complaints Procedure
We aim to provide a reliable, professional gardening service and to resolve any concern quickly and fairly. If something has not gone as expected, we want to know about it so we can put it right and improve our service. This complaints procedure explains how we handle concerns relating to garden maintenance, landscaping, planting, pruning, turf care, hedge trimming, and other services we provide across our service area.
Our commitment
We treat all complaints seriously and with respect. Our goal is to listen carefully, investigate properly, and respond in a timely manner. We will always try to find a practical solution that is fair to both the customer and our team. Where a service issue is identified, we will explain what happened, what steps we can take, and whether any remedial work or adjustment is appropriate.
What you can complain about
You can raise a complaint about any aspect of our service, including poor workmanship, missed visits, communication problems, behaviour of a team member, damage caused during work, or dissatisfaction with the standard of a completed job. If your concern relates to a specific visit or project, it helps if you describe the date, location, and the work involved. This allows us to review the matter accurately and respond more efficiently.
How to make a complaint
Please raise your complaint as soon as possible after the issue occurs. You can do this in writing or by any other agreed communication method. If possible, include a clear description of the concern, any photographs that help explain the issue, and details of any actions you would like us to consider. We do not require formal language; a clear explanation is enough for us to begin reviewing the matter.
What happens next
Once we receive a complaint, we will acknowledge it and review the information provided. If needed, we may inspect the site, speak with the team members involved, check job notes, or review previous communications. In some cases, we may ask for more details so we can understand the concern fully. We aim to handle matters promptly and keep the process straightforward.
Investigation and response
We will assess whether the issue resulted from an error, a misunderstanding, a change in site conditions, or something outside our control. Gardening work can be affected by weather, seasonal growth, plant health, and the condition of the property, so we will consider these factors carefully. After our review, we will provide a fair response and explain our findings. If we believe a mistake has been made, we will say so and outline the remedy.
Possible outcomes
Depending on the nature of the complaint, possible outcomes may include a return visit, corrective work, an agreed adjustment to the service, or another reasonable solution. In some cases, no further action may be necessary if the work was carried out as agreed and the concern falls outside our responsibility. If we cannot fully meet your preferred outcome, we will explain why and suggest the best alternative available.
If further action is needed
If you are not satisfied with our initial response, you may ask for the complaint to be reviewed again. We will consider any additional information you provide and re-examine the matter before giving a final response. We want customers to feel heard, and we will always aim to resolve issues professionally and without unnecessary delay.
Our approach to service area customers
We work with customers across our local garden service area and understand that every property is different. Gardens can vary widely in size, layout, access, and planting style, which is why we take a careful and individual approach to complaints. Whether the work involves routine maintenance or a larger landscaping project, we apply the same fair process to every concern we receive.
Final note
We value feedback because it helps us improve the quality and consistency of our gardening services. If something is not right, please let us know and we will do our best to resolve it promptly and professionally.
