Gardeners Kenley Complaints Procedure

Gardeners Kenley is committed to providing reliable, professional gardening and outdoor maintenance services. We aim to deliver high standards on every visit, but we recognise that sometimes things may not go as planned. This complaints procedure explains how you can tell us if something has gone wrong, how we will respond, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to any dissatisfaction you may have with our gardening work, our customer service, or the conduct of our team members. You can use it whether you are a domestic or commercial customer. We handle all complaints fairly, promptly and without discrimination.

Our Commitment to You

When you raise a concern about our gardening services, we will treat it seriously and with respect. We will listen carefully, investigate the facts, and aim to resolve the issue as quickly as possible. We also use feedback to improve our services and prevent similar issues from happening again.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for us to review and respond to in detail, but we understand that this is not always convenient for everyone. If you prefer to explain your concerns verbally, we will make a record of what you tell us.

When you contact us, please provide as much information as you can, including:

The date and approximate time of the gardening work or incident

The address where the work was carried out

A clear description of what went wrong or did not meet your expectations

Any relevant details about the gardener or team who attended

Any steps you have already taken to resolve the matter with our staff

This information helps us investigate your complaint thoroughly and respond accurately.

Timeframe for Making a Complaint

We encourage you to raise any concerns about our gardening or grounds maintenance services as soon as possible after the issue occurs. This allows us to address the situation while details are still fresh and, where appropriate, to revisit the property to assess the work.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns and, where possible, outline the next steps and an estimated timescale for our full response.

Investigation Process

We will appoint a person with appropriate responsibility to review your complaint. The investigation may include:

Reviewing our records of the gardening work carried out at your property

Speaking with the team members involved

Examining any photographs, notes or job reports

Requesting further information or clarification from you if needed

If necessary, we may propose a visit to the property to inspect the garden or outdoor area in person. We will always seek your agreement before arranging any visit.

Our Response to Your Complaint

After completing our investigation, we will provide a clear response. This will usually include:

A summary of your complaint as we understand it

Details of what we have investigated and the findings

Whether we uphold your complaint in full, in part, or not at all

Any actions we propose to put things right

Any steps we will take to improve our gardening services or internal processes

Where we have made a mistake, we will acknowledge this and seek to resolve the matter fairly. This may include correcting work, offering a re-visit, or discussing an appropriate form of redress, depending on the circumstances.

Timescales for Resolution

We aim to resolve most complaints about our gardening work within a reasonable period from the date we receive full details of your concern. More complex issues may take longer to investigate thoroughly. If we need additional time, we will let you know and keep you updated on progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you can ask for your complaint to be reviewed again. Please explain which aspects of our decision or explanation you disagree with and why. We will arrange for a more senior person, or someone not previously involved, to reassess the complaint where possible.

Following this further review, we will write to you with our final position on the matter. At this stage, we will explain any remaining options that may be open to you, depending on the nature of the complaint.

Reasonable Behaviour and Mutual Respect

We are committed to handling all complaints politely and respectfully, and we ask the same in return. We understand that you may feel frustrated or disappointed, but we will not tolerate abusive, threatening or discriminatory language or behaviour towards our gardeners or office staff. Where behaviour becomes unreasonable, we may limit communication to certain channels or, in rare cases, cease providing services.

Confidentiality and Data Protection

We treat all complaint information with appropriate confidentiality. Details are shared only with those who need them to investigate and respond. Any personal information you provide will be handled in line with our data protection obligations and used only for managing and learning from your complaint and for delivering our gardening services to you.

Using Feedback to Improve Our Services

Every complaint, whether large or small, is an opportunity for Gardeners Kenley to improve. We regularly review complaints and feedback to identify patterns, training needs, and ways to enhance the quality and reliability of our gardening and outdoor maintenance work. By telling us when something has gone wrong, you help us develop better services for all our customers.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The version published here explains how we currently handle complaints received about Gardeners Kenley.