Gardeners Lee Complaints Procedure

Gardeners Lee is committed to delivering reliable, high quality gardening services and to responding fairly and promptly if something goes wrong. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.

Our Commitment to You

We recognise that on occasion our service may not meet your expectations. When this happens, we want to hear from you. Complaints are treated as an opportunity to review our work, put things right where possible, and improve the way we operate.

We will handle every complaint in a way that is:

Professional and courteous at all times.
Clear and transparent, so you know what will happen next.
Timely, with realistic but prompt timescales.
Objective, with all relevant information considered fairly.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial clients of Gardeners Lee who wish to raise concerns about our gardening services, including but not limited to routine maintenance, one-off projects, planting, lawn care, clearances and related site work.

It covers complaints about:

The quality or standard of gardening work carried out.
Conduct or behaviour of our gardening teams or representatives.
Damage allegedly caused during our work.
Failure to follow agreed instructions or specifications.
Delays, missed appointments, or communication issues.

This procedure does not cover general enquiries, quotation requests or routine booking changes, which are handled through our usual customer service channels.

Raising an Informal Concern

Many issues can be resolved quickly and informally. If you are dissatisfied with any aspect of our gardening service, you are encouraged to raise the matter as soon as possible with the gardener on site or with our office team through your usual contact method.

At the informal stage, we will:

Listen carefully to your concern and clarify the details with you.
Explain what can be done immediately to address the issue, where possible.
Agree any practical next steps and timescales with you.

If you feel that your concern has not been resolved informally, or the matter is more serious, you may make a formal complaint using the process below.

How to Make a Formal Complaint

A formal complaint should be made in writing so that we can record it accurately and respond fully. When making a complaint, please include:

Your full name and the address where the gardening work was carried out.
The date or dates of the work you are complaining about.
A clear description of what went wrong and how it has affected you.
Any relevant photographs or notes that help explain the issue.
What outcome or resolution you are seeking, if you have a preference.

Once your formal complaint is received, we will begin our internal review process.

Our Complaint Handling Stages

Stage One: Acknowledgement

We will acknowledge your complaint and confirm that it is being reviewed. At this stage we may ask for further details if anything is unclear. We will also confirm when you can expect a full response.

Stage Two: Investigation

Your complaint will be investigated by an appropriate member of the Gardeners Lee management team who was not directly responsible for the work in question where this is practical. The investigation may include:

Reviewing work schedules, job notes and any relevant records.
Inspecting the garden or outdoor area, where appropriate.
Speaking with the gardening staff involved in the work.
Considering any photographs, messages or other evidence you have supplied.

Stage Three: Response and Outcome

After completing the investigation, we will provide you with a written response that sets out:

Our understanding of your complaint.
What we have investigated and the information we relied upon.
Our findings and whether your complaint is upheld in full, in part, or not upheld.
Any remedial steps we propose to take, where appropriate.

Possible outcomes may include rectification work, a partial or full refund, an apology, an explanation of what has changed in our processes, or confirmation of why no further action is considered appropriate. Any agreed actions will be carried out within a reasonable and agreed timescale.

If You Are Still Unhappy

If you remain dissatisfied after receiving our formal response, you can ask for your complaint to be reviewed again by a more senior member of the Gardeners Lee management team, where available. You should explain why you are not satisfied with the outcome and what further resolution you are seeking.

The senior review will focus on whether the complaint was handled fairly and reasonably and whether the outcome remains appropriate. You will receive a further written response following this review.

Timescales

We aim to handle complaints promptly while allowing sufficient time for a thorough investigation. Timescales may vary depending on the complexity of the matter, weather conditions affecting site visits and the nature of the gardening work involved. If we are unable to meet an initial timescale that we have indicated to you, we will let you know and explain the reasons.

Confidentiality and Data Protection

All complaints are treated in confidence. Information is only shared within Gardeners Lee with those who need it to investigate and resolve the matter. Any personal data you provide in connection with a complaint will be handled in accordance with our data protection obligations and used solely for managing your complaint and improving our services.

Using Complaints to Improve Our Services

We keep a record of complaints received about our gardening services, including the type of issue raised and the outcome. We regularly review this information to identify recurring themes, training needs and opportunities to improve the way we plan, deliver and maintain gardens and outdoor spaces.

By following this complaints procedure, Gardeners Lee aims to maintain a professional, trustworthy and responsive service for all customers, ensuring that any concerns are taken seriously and addressed constructively.