Gardeners Roehampton Complaints Procedure
Gardeners Roehampton is committed to providing reliable, professional gardening services and maintaining high standards of customer care. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right, learn from the issue, and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Approach to Complaints
We aim to make our complaints process straightforward, fair, and transparent. All complaints are taken seriously and handled with respect and confidentiality. We will always seek to resolve your concerns as quickly as possible and keep you informed throughout the process.
We view complaints as an opportunity to review our work, refine our processes, and ensure that the gardening services we provide remain consistent, safe, and of a high standard.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, our team, our communication, or any aspect of how we operate, where you would like a response or resolution. This could include issues such as:
Quality of gardening or grounds maintenance work carried out at your property
Conduct, attitude, or professionalism of our gardeners or support staff
Missed appointments, delays, or lack of communication about scheduled visits
Concerns about how we have handled your personal information or service request
If you are unsure whether your concern counts as a complaint, you are still encouraged to raise it with us so that we can provide guidance and support.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. We recommend that you explain clearly:
Your full name and, if applicable, the address where the gardening services were carried out
A description of what happened, including relevant dates and times where possible
Names or descriptions of any team members involved, if known
How the issue has affected you or your property
What outcome or resolution you are seeking, if you have a preference
Providing as much detail as possible helps us investigate promptly and thoroughly. If you need assistance to make a complaint, for example due to language, accessibility, or health reasons, please let us know and we will do our best to support you.
Stage One: Informal Resolution
Many issues can be resolved quickly and informally. In the first instance, we encourage you to raise your concern with the gardener on site or with the office contact who arranged your visit. We will:
Listen carefully to your concerns and seek to understand the issue fully
Offer an explanation, correction, or practical solution where possible
Agree any immediate steps required, such as a return visit or adjustment to the work
Most complaints are resolved at this stage. If you are not satisfied with the informal outcome, you can ask for your complaint to be escalated to a formal review.
Stage Two: Formal Investigation
If informal resolution is not appropriate or has not resolved the issue, we will carry out a formal investigation. When a complaint is escalated, we will:
Acknowledge your complaint within a reasonable time, confirming that a formal investigation has begun
Review all relevant information, including job records, visit notes, and any photographs or evidence you provide
Speak with the staff members involved, where appropriate, to understand what took place
Assess whether the service provided met our standards and agreed specification
Once our review is complete, we will write to you with a clear response setting out:
Our understanding of your complaint
The findings of our investigation
Any steps we have already taken or will take to put things right
Any changes we will make to our processes or training to help prevent a recurrence
We aim to complete the formal investigation within a reasonable timescale. If, for any reason, we need more time, we will let you know and explain the reason for the delay.
Stage Three: Further Review
If you remain dissatisfied after the formal investigation, you may ask for a further review. At this stage, your complaint and our previous response will be examined by a senior member of our team who was not directly involved in the original matter, where possible. The reviewer will consider whether:
The complaint was handled fairly and in line with this procedure
The investigation was complete and proportionate
The conclusions and outcomes reached were reasonable and supported by the evidence
After this review, we will provide a final response setting out our position and any further actions we will take. This is the final internal stage of our complaints procedure.
Outcomes and Remedies
Where a complaint is upheld, we may offer one or more of the following, depending on the circumstances:
A clear explanation or apology
Correction of work or a return visit to complete agreed tasks
Adjustment to future services
Review and improvement of our systems, training, or communication processes
We will always aim for outcomes that are fair, proportionate, and aligned with the nature of the issue raised.
Confidentiality and Data Protection
All complaints will be handled in confidence. Information will only be shared with those who need it to investigate and respond to the complaint or to meet legal or regulatory requirements. We will manage and store information about your complaint in line with data protection principles and our privacy practices.
Continuous Improvement
Feedback and complaints are an important part of how Gardeners Roehampton maintains and improves service standards. We periodically review the complaints we receive to identify recurring themes, training needs, or changes that could make our gardening services more reliable and responsive for all customers.
By setting out this complaints procedure clearly, we aim to reassure you that any concerns you raise will be listened to carefully, addressed promptly, and used to help us deliver better service in the future.
