Complaints Procedure

Gardeners Hatton Complaints Procedure

Gardeners Hatton is committed to providing dependable, high quality gardening and grounds care. We recognise that occasionally things may not go as planned and that our clients have the right to raise concerns. This Complaints Procedure sets out how you can tell us about a problem, how we will respond, and what you can expect from us at each stage.

Our commitment to resolving complaints

We take all complaints seriously, whether they relate to routine garden maintenance, one-off projects, landscaping work, seasonal services, or customer service. Our aims are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Investigate issues fairly, promptly, and in a professional manner.

Put things right wherever reasonably possible and learn from the experience.

Keep you informed throughout the process until the matter is resolved.

What counts as a complaint

A complaint is any expression of dissatisfaction about our gardening or related services, whether justified or not. This can include, for example:

The quality or standard of gardening, landscaping, or grounds maintenance work.

The conduct, attitude, or behaviour of a member of our team.

Delays, missed appointments, or issues with access and scheduling.

Concerns about how we have handled your instructions or followed your preferences.

Problems with quotations, invoices, or general communication.

You do not need to use specific language or legal terms. If you tell us that you are unhappy with our service and would like us to address it, we will treat it as a complaint.

How to make a complaint

We encourage you to raise any concerns as soon as possible so that we have the best opportunity to resolve them quickly.

Informal resolution

In the first instance, where you feel comfortable, please raise your concern directly with the gardener or team leader on site. Many issues can be resolved immediately through a straightforward conversation, such as adjusting the way a particular area is maintained or agreeing a practical solution for future visits.

Formal complaint

If the matter cannot be resolved informally, or if you prefer not to speak to the team on site, you may make a formal complaint in writing. Please provide:

Your full name and property address.

Details of the services you receive from us.

A clear description of what has gone wrong.

Dates, times, and any relevant background information.

What outcome or resolution you are seeking, if you have a preferred solution.

Clear, specific information helps us understand and investigate your concerns effectively.

Timeframes for handling complaints

We will acknowledge your formal complaint as soon as reasonably possible. We aim to:

Acknowledge receipt of your complaint promptly.

Conduct a thorough review of the issues raised, which may include speaking with the staff involved, reviewing schedules, and considering any before and after records of work.

Provide you with a written response explaining our findings and any proposed actions.

If we need more time to investigate, we will explain the reasons and let you know when you can expect a full reply.

How we investigate complaints

When we receive a complaint, we will assign it to a person with appropriate responsibility to review the matter impartially. Our investigation may include:

Reviewing your service history, agreed work, and any relevant notes from site visits.

Speaking with the gardening team members involved.

Considering any photographs, records of work carried out, or other information available.

Assessing whether the services provided match what was agreed and whether they meet our usual standards.

We will then decide whether your complaint should be upheld, partially upheld, or not upheld, and what steps are appropriate to resolve the situation.

Possible outcomes and remedies

Where we find that something has gone wrong, we will aim to offer a fair and reasonable outcome. Depending on the circumstances, this may include:

Providing additional gardening or maintenance work to correct the issue.

Adjusting future visits or methods of work to better match your requirements.

Reviewing our internal processes or staff training to help prevent a similar issue.

Offering an explanation or clarification where there has been a misunderstanding.

We will explain clearly what we can do, what we cannot do, and why.

If you are not satisfied with our response

If you remain dissatisfied after you have received our formal response, you may ask for your complaint to be reviewed again. In doing so, please explain why you are not satisfied and what you feel has not been addressed. A different person, where possible, will review both your original complaint and our initial response, and will reach a final decision on behalf of Gardeners Hatton.

Using your feedback to improve our services

Every complaint is an opportunity for us to improve the way we deliver gardening services. We regularly review the issues raised, looking for patterns or recurring themes. This helps us refine our working practices, training, and communication, and supports our commitment to delivering reliable, professional garden care for our customers over the long term.

Confidentiality and data protection

All complaints will be handled in confidence. Information will only be shared with those who need it in order to investigate and resolve your concerns. Any personal data you provide will be handled in line with applicable data protection requirements and used solely for managing your complaint and improving our service.

Review of this Complaints Procedure

Gardeners Hatton keeps this Complaints Procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or legal requirements. The most recent version will always apply to the handling of your complaint.

We value your feedback and the trust you place in Gardeners Hatton to maintain and enhance your outdoor spaces. If you have any concerns about our services, please let us know so that we can work with you to put things right.