Gardeners Hanwell Customer Complaints Procedure

Gardeners Hanwell is committed to providing reliable, professional gardening and outdoor maintenance services. We aim to deliver high standards on every visit, but we recognise that occasionally things may not go as planned. When this happens, we want to hear from you so we can put things right and improve our service for the future.

Our Commitment to Resolving Complaints

We take all complaints seriously and treat them as an opportunity to review and improve our work. Every complaint will be handled fairly, respectfully and without discrimination. Wherever possible, we aim to resolve issues quickly and informally, while maintaining a clear and transparent process for more formal concerns.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our gardening services, the conduct of our gardeners or administrative staff, or any aspect of how our business is run that affects you as a customer. This may include concerns about the quality of garden work, missed appointments, communication, or how your query has been handled.

We encourage you to raise a concern if you feel that we have not met your reasonable expectations. You will not be charged for making a complaint, and your service will not be affected for doing so.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our team. Please provide as much information as possible so that we can understand and investigate the issue clearly.

When making a complaint, it is helpful if you can include:

The date and approximate time of the gardening visit or incident you are unhappy about

A clear description of what happened and why you are dissatisfied

Details of any members of staff involved, if known

Any photos or notes that might help explain the issue, if applicable

What outcome or resolution you would consider fair

Informal Resolution

For many issues, an informal conversation with us will be the quickest way to sort things out. If you raise a concern promptly after the visit or service, we will do our best to resolve it immediately or within a short period of time.

Where appropriate, we may offer to revisit your property to review the work, correct any issues, or agree a practical and reasonable solution with you. We will always aim to respond in a calm and constructive way, focusing on what can be done to put matters right.

Formal Complaints Process

If your concern cannot be resolved informally, or you prefer to raise a formal complaint from the outset, we will follow a clear, step by step process.

Step 1: Acknowledgement

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have logged your complaint, outline the next steps and provide an indication of when you can expect a full response.

Step 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Gardeners Hanwell. The investigation may include:

Reviewing records of the work carried out

Speaking with the gardeners or staff involved

Reviewing any photos, notes or other information you have provided

Arranging a visit to your property, if necessary, to inspect the work

We will aim to complete the investigation as promptly as possible, while ensuring it is thorough and fair.

Step 3: Response and Outcome

When the investigation is complete, we will provide you with a clear written or verbal response explaining:

What we have investigated

Our findings and any conclusions reached

Any actions we propose to take to resolve the matter

Any changes we will make to our processes or training, if relevant

Where we find that we have not met our own standards, we will aim to put things right. This may include correcting work, offering a revisit, or another appropriate remedy, depending on the circumstances.

If You Are Still Unhappy

If you remain dissatisfied after receiving our formal response, you may request that we review the complaint again. A more senior person within the business, who was not directly involved in the original decision where possible, will review the handling of your complaint and the outcome reached.

They will consider whether the investigation was fair and whether the conclusions and actions taken were reasonable in the circumstances. We will then provide you with a final position.

Time Limits for Complaints

To help us investigate properly, we ask that complaints about gardening work or visits are raised as soon as reasonably possible after the event, and ideally within a short period of time. This makes it easier for us to understand what happened and, where appropriate, to revisit your garden while the work is still recent.

We may not be able to fully investigate issues raised after a long delay, particularly where weather, seasonal growth or subsequent work may have altered the original condition of your garden.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information will be shared only with those who need to know in order to investigate and resolve the issue. Any personal information you provide in connection with a complaint will be processed in line with applicable data protection requirements and used only for managing your complaint and improving our services.

Using Feedback to Improve Our Services

Every complaint, whether informal or formal, is logged and reviewed to help us identify patterns, training needs and opportunities to improve our gardening services. By raising a concern, you help us maintain and enhance the quality of work we provide to customers in our service area.

We value your feedback and will always strive to handle your complaint with care, professionalism and respect, working towards a fair resolution for everyone involved.