Complaints Procedure for Gardeners Selhurst Clients

Gardeners Selhurst is committed to providing reliable, professional gardening services and building long-term relationships with our clients. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any complaint about Gardeners Selhurst is handled in a clear, consistent, and transparent way. It applies to all residential and commercial customers who use our gardening and grounds maintenance services. By following these steps, we aim to restore your confidence in our work and use your feedback to improve our service across the local area we serve.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the gardening services you have received from Gardeners Selhurst, whether the issue is minor or serious. This may include, but is not limited to:

Work that you believe has not been completed to the agreed specification.

Concerns about the quality, reliability, or timeliness of our gardening or maintenance visits.

Issues relating to our staff conduct while working at your property or on your site.

Problems with communication, such as unclear information about appointments, quotes, or invoices.

Health and safety concerns or damage you believe occurred during our visit.

If you are unsure whether your issue counts as a complaint, you are still encouraged to raise it so that we can review it and respond.

How to Make a Complaint

You can make a complaint to Gardeners Selhurst in writing or verbally. Written complaints help us keep a clear record of the issue and the actions taken, but we will respond to complaints raised in any reasonable way.

When submitting a complaint, please provide as much detail as possible, including:

Your full name and the address where the gardening work took place.

The date or approximate date of the service you are unhappy with.

A clear description of what went wrong and how it has affected you.

Any relevant photos, notes, or supporting information you wish to share.

What resolution you would consider fair, such as a revisit, correction of work, or further explanation.

This information helps us to investigate efficiently and respond in a way that addresses your concerns.

Informal Resolution in the First Instance

Where possible, we encourage customers to raise concerns informally and as soon as they arise. If you speak directly with a member of our team at the time of service, they may be able to put things right immediately, for example by revisiting an area of the garden or clarifying what has been agreed.

If the issue cannot be resolved on the spot, or you prefer not to discuss it in person, you can instead follow the formal complaint steps set out below.

Formal Complaint Handling Process

Once we receive your complaint, we will follow a clear process:

Acknowledgement. We aim to acknowledge your complaint within a reasonable period of receiving it. At this stage, we may ask for further information if anything is unclear.

Investigation. A member of our management team will review your complaint in detail. This may involve speaking to the gardeners who attended, checking job notes and schedules, and where appropriate, arranging to revisit the property to inspect the work.

Response. After the investigation, we will provide you with a written or verbal response setting out our findings. We will explain whether we believe the complaint is justified in full or in part, and what steps we propose to take.

Timeframes. We aim to complete our investigation and provide a full response within a practical timeframe. If, for any reason, we need longer to look into your concerns, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

Where we agree that our service has fallen short of our standards, we will seek to put matters right. Depending on the nature of the complaint, possible outcomes may include:

Arranging a revisit to correct or complete gardening work.

Offering a partial or full adjustment to the invoice, where appropriate.

Providing an explanation or clarification where there has been a misunderstanding.

Taking internal action, such as additional staff training or improvements to our procedures, to prevent similar issues in future.

Any remedy will be explained clearly so you understand what we will do and when.

If You Are Unhappy With the Outcome

If you remain dissatisfied after we have responded to your complaint, you can let us know and request that the decision is reviewed. A different member of our management team, where possible, will re-examine the complaint, the investigation, and the outcome already offered.

Following this review, we will provide a final position on your complaint. Although we may not always be able to agree with your preferred outcome, we will always aim to be fair, reasonable, and transparent in explaining our decision.

Using Complaints to Improve Our Gardening Services

Every complaint received by Gardeners Selhurst is taken seriously. We regularly review the feedback and issues raised by customers to identify patterns and areas where we can improve. This may involve updating our training, refining how we schedule and manage local gardening visits, or reviewing the tools and materials we use.

By following this procedure, you help us to maintain and enhance the quality, reliability, and safety of our services for all customers in our service area.

Confidentiality and Data Protection

All complaints will be handled confidentially and with respect for your privacy. Information about your complaint will only be shared with those who need it in order to investigate and resolve the issue. We will store and process any personal data you provide in line with our data protection responsibilities and only for as long as is necessary to deal with your complaint and meet our legal obligations.

Commitment to Fairness

Gardeners Selhurst is committed to dealing with all complaints in a fair, consistent, and non-discriminatory way. Raising a complaint will never affect your right to use our gardening services in the future. We value honest feedback as an important part of delivering a dependable and trustworthy service throughout the area we cover.