Complaints Procedure for Gardeners Belvedere

Gardeners Belvedere is committed to providing reliable, professional gardening and grounds maintenance services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right quickly and improve our services for the future.

This complaints procedure explains how you can raise a concern about any aspect of our work, what you can expect from us in response, and the steps we take to investigate and resolve complaints fairly and consistently.

Scope of this complaints procedure

This procedure covers complaints about any gardening or outdoor maintenance service carried out by Gardeners Belvedere, including but not limited to regular lawn care, hedge trimming, planting, soft landscaping, garden tidy ups, and seasonal maintenance visits.

It applies whether you are a domestic customer, a landlord, a managing agent, or a commercial client. It also applies whether works have already been completed or are in progress, provided the complaint relates to a service we have supplied or arranged.

Our commitment to you

When you raise a complaint with Gardeners Belvedere, we will:

Listen carefully to your concerns and treat you with courtesy and respect at all times.

Acknowledge your complaint and confirm what will happen next.

Investigate the matter thoroughly, gathering all relevant information.

Seek to resolve the issue promptly, fairly, and in a way that is proportionate to the problem.

Use your feedback to review our working practices and reduce the risk of similar issues happening again.

How to make a complaint

You can raise a complaint about our gardening services in writing or verbally. We encourage you to provide as much detail as possible so we can understand the issue clearly. Where possible, please include:

Your full name and the service address where the work was carried out.

The date or dates when the work took place.

A clear description of what went wrong or fell short of your expectations.

Any photographs, notes, or other information that helps explain the problem.

What outcome you are seeking, for example a revisit, correction of work, or another form of resolution.

Complaints should be raised as soon as reasonably possible after the issue arises, so that we have the best chance of investigating accurately and resolving matters quickly.

Stage one: Initial resolution

In the first instance, we encourage you to raise your concern as soon as you notice a problem, ideally directly after a visit or when you first become aware of the issue. Many concerns regarding gardening work, such as missed tasks or finishing standards, can be resolved swiftly at this stage.

We will aim to acknowledge your complaint promptly and may ask you for additional information if we need it to fully understand the situation. Where appropriate, we may propose a site visit to inspect the garden or outdoor space and discuss your concerns in person.

Our priority at this stage is to agree a practical solution with you. This might involve returning to complete work, correcting any errors, adjusting an ongoing maintenance plan, or another form of remedy that is appropriate to the circumstances.

Stage two: Formal investigation

If you are not satisfied with the outcome of the initial resolution stage, or if the matter is more complex or serious, you may request that your complaint is treated as a formal complaint.

When a complaint moves to this stage, we will carry out a more detailed investigation. This may involve reviewing work records, schedules, instructions, photographs, and any communications regarding the job. We may also arrange another visit to inspect the garden and assess the standard of work in person.

Following the investigation, we will provide a clear response setting out:

Our understanding of the complaint.

What we have found from our investigation.

Whether we believe the complaint is upheld in full, in part, or not upheld.

What actions we will take to resolve the matter, if appropriate.

Timeframes for responding

We aim to deal with all complaints as efficiently as possible. While specific timeframes may vary depending on the complexity of the matter and the availability of site access, we will always seek to:

Acknowledge your complaint promptly.

Arrange any necessary inspections or follow up communication without undue delay.

Provide a full response as soon as we reasonably can, once we have completed our investigation.

If, for any reason, we expect our investigation to take longer than usual, we will let you know and explain the reasons for the delay, along with an updated expected timescale.

Possible outcomes and remedies

Where a complaint is upheld, we will propose a remedy that is fair and proportionate to the issue. Depending on the circumstances, this may include one or more of the following:

Returning to complete work that has been missed or left unfinished.

Correcting or redoing work that does not meet the agreed standard.

Adjusting future maintenance visits or schedules to address any shortcomings.

Offering another form of resolution that is appropriate to the impact of the problem.

Our aim is always to restore your confidence in our services and to ensure that the gardens and outdoor spaces we look after are maintained to a standard you are happy with.

Learning from complaints

Every complaint received by Gardeners Belvedere is treated as an opportunity to improve. We review complaints regularly to identify any recurring themes, training needs, or changes to our procedures that could help us provide a better service to customers across our area.

By following this complaints procedure, we seek to handle any concerns in a transparent, fair, and consistent way, while continuing to focus on delivering reliable, professional gardening services.