Complaints Procedure

Complaints Procedure for Gardeners Peckham Clients

Gardeners Peckham aims to provide reliable, professional and courteous gardening services on every visit. We recognise that, on occasion, customers may feel that an aspect of our work or service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We treat all complaints seriously and see them as an opportunity to review and improve our services. Whether your concern relates to garden maintenance, one-off projects, reliability of appointments, conduct of staff, or the quality of the work carried out, we will handle your complaint in a fair, respectful and timely manner.

Our goals when dealing with complaints are to listen carefully, investigate thoroughly, respond clearly, and take reasonable action to put things right where possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our gardening services, customer care or communication, where you would like a response or resolution. This may include issues such as:

Unsatisfactory gardening work, such as lawn care, pruning, planting or clearance that does not match what was agreed.

Missed or delayed appointments for regular maintenance or one-off visits.

Concerns about the behaviour, courtesy or professionalism of our team members.

Misunderstandings about quotations, scope of work, or invoicing relating to gardening services.

Any other matter where you believe our service has fallen below a reasonable standard.

How to Raise a Complaint

You may raise a complaint in writing or verbally. Written complaints are encouraged where possible, as this helps to ensure that we accurately understand your concerns and the outcome you are seeking.

To help us investigate your complaint efficiently, please provide the following information when you contact us:

Your full name and, if applicable, the name under which your booking was made.

The service address where the gardening work took place.

The date or dates of the service you are unhappy with.

A clear description of what went wrong or why you are dissatisfied.

Any steps you have already taken with our team to try to resolve the issue.

What you would consider to be a fair resolution, if you have a particular outcome in mind.

Initial Response and Acknowledgement

Once you raise a complaint, we will acknowledge it as soon as reasonably practicable. Our acknowledgement will confirm that we have received your complaint and will outline the next steps in the process. Where the matter is straightforward, we may be able to offer an immediate response or resolution at this stage.

Investigation of Your Complaint

We will investigate your complaint in a way that is proportionate to its nature and complexity. This may include:

Reviewing our records for your bookings, quotations and service history.

Speaking with the gardeners or staff members involved in providing your service.

Considering any photographs or notes provided by you or taken by our team.

If appropriate, arranging to revisit the garden to assess the work in person.

We will aim to complete our investigation and provide you with a full response within a reasonable time frame. If we anticipate a delay, we will let you know and explain the reasons.

Our Response and Possible Outcomes

After completing our investigation, we will provide a clear response that explains:

What we have understood your complaint to be.

What steps we took to investigate the matter.

Our findings based on the information available.

Any actions we propose to take to resolve the complaint.

Depending on the circumstances, possible outcomes may include:

A corrective visit to address specific aspects of the gardening work.

An explanation or clarification where there has been a misunderstanding.

Improvements to our processes, scheduling or communication practices.

In some cases, a partial or full adjustment to the invoice where appropriate.

Timescales for Resolving Complaints

We aim to resolve most complaints promptly, often within a short period of the issue being raised. More complex matters, such as those involving multiple visits or larger garden projects, may take longer to investigate. Where this is the case, we will keep you informed of progress and provide an estimated timeframe for our final response.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may request that your complaint be reviewed again. In doing so, please explain which aspects of our response you do not agree with and why. A more senior member of our team will then reconsider the matter, taking into account any additional information you provide.

Following this review, we will write to you with our final position on your complaint. We hope that, by this stage, we will have reached a fair and reasonable outcome, even if it may not match your preferred resolution in every detail.

Recording and Using Complaint Information

We record details of complaints, along with the outcomes, so that we can monitor patterns and make continuous improvements to our gardening services. Any personal information we hold in relation to complaints is handled in line with our approach to privacy and data protection.

Working Together to Resolve Issues

Our aim is always to work cooperatively with customers to resolve concerns about gardening services. By raising issues promptly and giving us the opportunity to put things right, you help us maintain high standards for all clients. Gardeners Peckham values your feedback and will always strive to treat complaints with courtesy, respect and professionalism.