Gardeners Bickley Complaints Procedure

Gardeners Bickley is committed to providing reliable, professional gardening services and to treating every customer fairly. We recognise that, on occasion, things may not go as expected. When that happens, we want to know about it so we can put things right, learn from the issue, and continually improve our services.

This complaints procedure explains how you can raise a concern about our gardening work or customer service, how we will respond, and what you can expect at each stage of the process.

What This Complaints Procedure Covers

This procedure applies to concerns or complaints relating to the gardening services provided by Gardeners Bickley, including but not limited to garden maintenance, one-off tidy-ups, lawn care, planting, hedge cutting, and related customer service. It does not cover employment disputes or matters that are already being dealt with through legal proceedings or insurance claims.

Our Commitment to You

When you raise a complaint with Gardeners Bickley, you can expect the following:

We will treat your complaint seriously and handle it with courtesy and respect.

We will aim to resolve issues as quickly as possible, ideally at an early stage and informally where appropriate.

We will investigate matters fairly and objectively, listening to your account and reviewing any relevant information.

We will keep you informed of progress and explain our findings and any actions we propose to take.

We will use feedback from complaints to improve our gardening services and customer care across our service area.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we have the best opportunity to understand and resolve the issue. You may make a complaint verbally or in writing.

You should clearly explain what has gone wrong, when it happened, which gardening service or visit it relates to, and how you would like us to put things right. The more detail you can provide, the easier it will be for us to investigate and respond effectively.

Stage 1: Informal Resolution

Where possible, we aim to resolve concerns informally and promptly. If you are unhappy with any aspect of our gardening work or service, please raise the issue with the gardener on site or with your usual point of contact at Gardeners Bickley as soon as you become aware of the problem.

At this stage we will:

Listen carefully to your concerns and ask any questions needed to understand the issue.

Check any relevant details such as the agreed work, visit dates, and any notes from the gardening team.

Where appropriate, offer to correct the issue, revisit the property, or agree another practical solution.

Many concerns can be resolved immediately or within a short period following this first discussion. If you are satisfied with the outcome at this point, the matter will usually be considered resolved.

Stage 2: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or you prefer to make a formal complaint from the outset, you may do so in writing. Please mark your communication clearly as a complaint and provide the following information:

Your full name and address.

Details of the gardening work or service you are complaining about, including relevant dates.

A description of what went wrong and any impact it has had.

What outcome or resolution you are seeking.

On receipt of your formal complaint we will:

Acknowledge that we have received it and confirm that an investigation will take place.

Review our records, including any job sheets, visit notes, and communications relating to the work.

Contact you if we require further information or clarification.

Where appropriate, arrange a visit to inspect the garden or the work carried out.

We aim to provide a written response within a reasonable timeframe. If, for any reason, the investigation will take longer, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

Once we have investigated your complaint, we will write to you with our findings. Our response will explain:

What we have looked into and what information we have considered.

Whether we uphold your complaint in full, in part, or do not uphold it.

Any steps we have already taken to address the issue.

Any actions we propose to take, such as revisiting the garden, rectifying work, offering an adjustment to charges, or taking internal steps to improve our service.

Our aim is always to reach a fair and practical resolution that reflects the circumstances of the complaint and the gardening work involved.

If You Remain Dissatisfied

If, after receiving our written response, you remain unhappy with the outcome, you may contact us again to explain why you believe your complaint has not been resolved satisfactorily. We will review your comments and may re-examine aspects of the complaint if new information becomes available.

Where appropriate, we may arrange for a different member of the management team to review the matter, to ensure that it has been considered as fairly and objectively as possible.

Time Limits for Complaints

We encourage customers to raise complaints as soon as possible and ideally within a reasonable time of the gardening service being provided. This helps ensure that details are still clear and gives us a better opportunity to inspect any work or condition of the garden while it remains relevant to the complaint.

Using Feedback to Improve Our Services

Every complaint we receive is an opportunity for Gardeners Bickley to review how we work and where we can improve. We may use information gathered from complaints to provide additional training for our gardening teams, to update our procedures, and to refine how we communicate with customers across our service area.

We appreciate the time taken by customers who raise concerns, and we are committed to handling each matter with care, professionalism, and a focus on reaching a fair outcome.