Complaints Procedure
At Gardeners Colliers Wood, we aim to deliver a reliable, professional, and courteous gardening service at all times. We understand that sometimes things may not go as planned, and when that happens, we want to make it easy for you to raise a concern. This complaints procedure explains how we handle complaints, what you can expect from us, and how we work to resolve matters fairly and efficiently.
Our commitment
We take all complaints seriously. Whether the issue relates to scheduling, the quality of work, communication, behaviour on site, or any other aspect of our service, we will treat your feedback with care and respect. Our goal is always to understand what went wrong, correct any problems where possible, and use the experience to improve our service going forward.
How to make a complaint
If you are unhappy with any part of the service you have received, please let us know as soon as possible. You can raise your complaint by contacting the person or team you have been dealing with and clearly explaining the issue. Please include as much detail as you can, such as what happened, when it happened, and what outcome you would like. This helps us investigate the matter properly and respond in a timely way.
What we need from you
To help us review your complaint efficiently, please provide a clear description of the concern and any relevant background. If the complaint is about specific work carried out in your garden, it is helpful to explain which area or service you are referring to. If there has been damage, a missed visit, a misunderstanding about instructions, or a problem with the result of our work, let us know the details so we can assess the situation accurately.
How we investigate complaints
Once we receive your complaint, we will review the information provided and may look back at previous instructions, notes, or service records where relevant. We may also speak with the team member involved or carry out a site review if necessary. Our aim is to understand the facts before reaching a conclusion. We will deal with complaints in a fair and balanced way, taking into account both your concerns and the work that was agreed.
Timescale for response
We aim to acknowledge complaints promptly and investigate them without unnecessary delay. The time needed to reach a resolution will depend on the nature of the issue, but we will keep you informed if more time is required. If the complaint is straightforward, we will usually be able to resolve it more quickly. If it is more complex and involves several parts, we may need additional time to gather the relevant information.
Possible outcomes
Where a complaint is justified, we will explain what happened and discuss suitable steps to put things right. This may include returning to inspect the work, correcting an issue, arranging further service, or agreeing another appropriate remedy depending on the circumstances. In some cases, we may also provide guidance to prevent similar issues from happening again. If we do not uphold a complaint, we will explain the reason clearly and set out the basis for our decision.
If you are still unhappy
If you remain dissatisfied after we have responded, please let us know. We may review the matter again if there is new information or if something has not been properly considered. We value the opportunity to resolve concerns and will always aim to act reasonably and professionally. Our objective is to maintain trust and ensure that our customers feel listened to throughout the process.
Our approach to service improvement
Complaints can highlight areas where we can do better. We use feedback to improve the way we communicate, plan work, and deliver gardening services across our local service area. By learning from concerns, we can continue to offer a dependable service for regular garden maintenance, one-off visits, and related gardening work.
Privacy and respect
Any complaint you make will be handled respectfully and only shared with those who need to know in order to investigate and resolve it. We will always aim to deal with your concerns discreetly and professionally. Your feedback matters to us, and we appreciate the opportunity to address problems in a constructive way.
If you have a complaint, please raise it with us as soon as possible so we can look into it and work towards a fair outcome.
