Gardeners Queensbury Complaints Procedure

Gardeners Queensbury is committed to providing reliable, professional gardening services and to putting things right if they go wrong. This complaints procedure explains how you can raise a concern about our services, how we will deal with your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a consistent, high standard of gardening and customer care across our service area. If you are unhappy with any aspect of our work, our behaviour on site, our communication, or our administration such as invoicing and scheduling, we want to know. Complaints are treated as an opportunity for us to resolve issues quickly, learn from what happened, and improve the services we provide to all customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Gardeners Queensbury, whether that service is gardening work, advice, quotations, or customer support. Examples include:

Work not completed to the standard agreed or expected.

Damage caused to property, plants, or garden features during our visit.

Missed or delayed appointments without reasonable explanation.

Concerns about the conduct, attitude, or communication of our gardeners or office staff.

Disputes over quotations, charges, or invoices.

You do not need to know whether your concern fits the definition of a complaint before contacting us. If you feel something has gone wrong, we will treat it as a complaint and respond accordingly.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate and respond efficiently, please provide as much detail as you can, including:

Your full name and the address where the gardening work was carried out.

The date or dates when the issue occurred.

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

Any relevant photographs or notes you have taken.

What you would like us to do to resolve the issue, if you have a preferred outcome.

If you make a complaint verbally, we may ask you to confirm the main points in writing so that we have an accurate record. This helps to avoid misunderstandings and ensures we focus on the issues that matter most to you.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will tell you who is responsible for handling your complaint and give you an indication of when you can expect a fuller response.

We will then look into the matter by reviewing our visit notes, schedules, and any photographs or communications relevant to your complaint. Where appropriate, we may contact you for further information or to clarify specific points. In some cases, we may arrange a site visit to inspect the work or the garden in person.

Our aim is to provide a full response within a reasonable timeframe. If, for any reason, we are unable to respond fully within the time initially indicated, we will let you know and explain why more time is needed.

Stage Two: Investigation and Resolution

After we have completed our investigation, we will set out our findings and explain any conclusions we have reached. We will also confirm what steps we propose to take to put things right, where appropriate. Possible outcomes include:

Arranging a return visit to correct, redo, or complete work at no additional cost, where the issue is due to our service.

Offering an adjustment or reduction to an invoice where charges are not in line with what was agreed or where service fell below expectations.

Providing a clear explanation where we believe the service was delivered as agreed, or where factors beyond our control affected the outcome.

Reviewing and changing our internal processes or training to help prevent similar issues from arising again.

We will always aim to reach a resolution that is fair and proportionate in the circumstances.

Stage Three: Further Review

If you are not satisfied with the outcome of the initial investigation and response, you may request a further review. In this case, where possible, your complaint will be reviewed by a more senior member of the team who was not directly involved in the original decision.

During this review, we may revisit our notes, obtain additional information, or request another site inspection if necessary. We will then provide you with a final response, explaining whether our original decision has been upheld, changed, or supplemented with additional measures.

Timescales and Communication

We aim to handle complaints promptly and keep you informed throughout the process. If at any point there is likely to be a delay, we will explain the reasons and provide a revised timescale. We will communicate with you in plain, respectful language and will be clear about what we can and cannot do in response to your complaint.

Fairness and Confidentiality

All complaints are handled fairly and without discrimination. Your complaint will not affect the way we provide services to you in the future. We treat all information you provide in connection with a complaint as confidential and only share it within our team as necessary to investigate and resolve the issue.

Using Feedback to Improve Our Services

Feedback, including complaints, is important in helping us maintain and improve the quality of our gardening services across the area we cover. We regularly review complaints to identify patterns, training needs, and areas where our processes can be improved. By raising your concerns, you help us provide a better service for all our customers.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice. The most recent version will always apply to any new complaints raised.