Complaints Procedure for Gardeners Lamorbey Clients

Gardeners Lamorbey is committed to providing reliable, high quality gardening services across our local area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and to put matters right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this complaints procedure

The purpose of this procedure is to give our domestic and commercial gardening clients a clear and straightforward route to raise any dissatisfaction with our services. This includes issues relating to garden maintenance, one-off projects, hedge and tree work, lawn care, seasonal tidy-ups or any other service provided by Gardeners Lamorbey. Our aim is to resolve complaints promptly, fairly and in a way that helps us improve our standards.

What we consider a complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you expect a response. This may include concerns about the quality of the gardening work carried out, the conduct of our gardeners or office staff, missed or delayed appointments, how we have implemented agreed specifications, or the way we have communicated with you regarding your garden or outdoor space.

General feedback, suggestions or routine queries are not treated as complaints, but we still welcome them and will use them to improve our services.

Raising a complaint

You may raise a complaint by contacting us through your usual communication method with Gardeners Lamorbey, such as speaking to a team member on site or contacting our office. Please explain clearly that you wish to make a complaint so we can log and handle it under this procedure.

To help us investigate and resolve your concern efficiently, please provide the following information where possible: your full name, the service address, the date of the visit or work concerned, a description of what went wrong or did not meet your expectations, and any steps you feel might help put things right. If you have photographs that help explain the issue with your garden or outdoor space, you may mention them when submitting your complaint so we can request them if needed.

Stage one: initial review and response

At stage one, your complaint will be reviewed by an appropriate member of the Gardeners Lamorbey team. Our goal is to acknowledge your complaint within a reasonable timeframe and to give you an initial response as quickly as we can, typically within a few working days.

During this stage we may contact you to clarify details, request further information about the gardening work, or arrange a convenient time to visit and inspect the garden where the issue has arisen. We will then aim to provide a proposed solution or explanation, which may include rectification work, an alternative appointment, an adjustment to the service provided, or an explanation of why we believe the service was delivered in line with our agreement.

Stage two: escalation and further review

If you are not satisfied with the stage one response, you may ask for your complaint to be escalated. At this point, a more senior member of the Gardeners Lamorbey team will review the matter. They will consider all available information, including the original complaint, any photographs or notes from site visits, and the actions already taken.

We will provide a more detailed written or verbal outcome, setting out our findings, any further steps we propose to take in your garden, and our reasons. Where appropriate, this may include a revised plan for remedial gardening work, timing for a new visit, or other practical measures aimed at resolving the complaint.

Stage three: final position

After the escalation review, if you continue to feel that your complaint has not been fairly resolved, you may request that we confirm our final position. At this stage we will review whether all aspects of your complaint have been addressed and whether there is anything further we can reasonably do.

Once we have considered all the information, we will notify you of our final decision. We will explain the reasons for our conclusion, any remaining practical options for your garden or outdoor space, and any steps we have taken to prevent similar issues occurring in future.

Timescales

We aim to handle complaints promptly. While exact timescales may vary depending on the complexity of the gardening work and the need for site visits, we will keep you informed of progress and tell you if we require additional time to investigate fully. Seasonal demand and weather conditions can affect our ability to arrange inspections or remedial work, but we will always make reasonable efforts to progress your complaint without unnecessary delay.

Our commitment to fairness and respect

All complaints are treated seriously and with respect. We will not treat you differently or reduce the standard of service you receive in the future because you have made a complaint. We expect our staff and our clients to communicate courteously and constructively at all times.

If a complaint involves our gardeners or office team directly, those individuals may be asked for their account of events. However, the person responsible for reviewing and deciding the complaint will remain impartial and will focus on the facts available.

Using complaints to improve our services

Every complaint provides Gardeners Lamorbey with an opportunity to review and refine our working practices. We regularly assess any patterns or recurring issues, such as missed appointments, communication concerns, or aspects of our garden care routines, so that we can improve our service for all clients in our local area.

Where a complaint highlights the need for additional training, improved documentation, or changes to how we schedule or carry out gardening work, we will take appropriate steps to address this.

Confidentiality and data protection

Details of your complaint will be handled in confidence and shared only with those within Gardeners Lamorbey who need the information to investigate and resolve the matter. We will manage all personal information in line with our obligations under relevant data protection laws and our internal privacy practices.

Review of this complaints procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the gardening and grounds maintenance services we provide. We may update it from time to time to reflect changes in our operations or in applicable guidance. The version available from Gardeners Lamorbey at the time you raise your complaint will apply to the handling of your case.