Complaints Procedure
Gardeners Queen's Park Complaints Procedure
Gardeners Queen's Park is committed to providing reliable, professional gardening and grounds care services. We recognise that, on occasion, things may not go as expected. When this happens, we encourage you to tell us so that we can put things right, learn from the issue, and continually improve the services we provide across our local area.
Purpose of this complaints procedure
This complaints procedure explains how you can raise a concern about any aspect of our gardening services, what you can expect from us at each stage, and the timescales within which we aim to respond. It applies to all clients and customers of Gardeners Queen's Park, including domestic and commercial clients.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you would like a response from us. Examples may include:
Concerns about the quality of gardening or landscaping work carried out, such as lawn care, planting, pruning, or seasonal maintenance.
Issues with how visits have been scheduled, attended, or completed, including punctuality or missed appointments.
Concerns about the conduct, attitude, or communication of any member of our team on site or during booking and follow-up.
Disagreements about invoices, quotations, or the scope of agreed services.
Any other matter where you believe we have not met the standards you reasonably expected.
How to make a complaint
You can make a complaint to Gardeners Queen's Park in writing or verbally. You may raise it directly with the gardener or team leader on site, or with our office. When you contact us, please provide as much information as possible so that we can investigate thoroughly.
Helpful information to include:
Your full name and, if relevant, the property address where services were carried out.
The date and approximate time of the visit or incident you are complaining about.
A clear description of what happened and why you are dissatisfied.
Details of any conversations already held with our staff about the issue.
What you would consider a reasonable outcome or resolution.
Stage one: Informal resolution
We encourage you to raise any concerns as soon as possible, ideally with the gardener or supervisor present at the time of the service. Many issues can be resolved immediately on site or shortly afterwards through discussion and practical action, such as returning to complete missed work or adjusting a particular aspect of the job.
At this stage, our aim is to understand your concern, provide an explanation if needed, and agree practical steps to resolve the matter quickly. If we are unable to resolve your complaint informally to your satisfaction, or if you prefer not to discuss it on site, you can move to the formal stage.
Stage two: Formal complaint
If your complaint cannot be resolved informally, or if it is more serious or complex, you may ask for it to be treated as a formal complaint. When a complaint becomes formal, it will be recorded and acknowledged.
We will:
Acknowledge your complaint and confirm that it is being treated formally.
Review the details you have provided, including any photographs, notes, or previous correspondence.
Speak with any team members involved and, if necessary, arrange a site visit to inspect the garden or outdoor area in question.
Assess what went wrong and whether service standards or contractual terms were not met.
Provide you with a clear, written outcome, including any steps we will take to put matters right.
Timescales for responding
We aim to acknowledge all formal complaints within a reasonable time. We then aim to carry out a full review and provide a written response within a set investigation period. If we cannot meet this timescale, for example because a site inspection is required or key staff are unavailable, we will let you know and give a revised timescale.
Possible outcomes and remedies
Depending on the nature of your complaint and our findings, outcomes may include:
A clear explanation or additional information about the work carried out.
Corrective gardening work, such as redoing a task, revisiting a site, or carrying out agreed additional work.
Adjustments to your invoice where appropriate and justified.
An apology where our service has fallen below our expected standards.
Changes to our internal processes or staff training where improvements are required.
If you remain dissatisfied
If you are not satisfied with the outcome of the formal complaints process, you may request a further review. At this stage, your complaint will be reconsidered, taking into account any new information or concerns you raise about how your complaint was handled.
We will aim to confirm whether our original decision is upheld or whether further action is needed, and we will communicate this to you in writing.
Our commitment to fairness and respect
We treat all complaints seriously, whether they relate to a one-off gardening visit or to ongoing maintenance of larger grounds. You will be treated with courtesy and respect at all times, and we expect the same consideration for our staff. We will handle your information sensitively and only share details internally where this is necessary to respond to your complaint.
Using complaints to improve our services
Every complaint we receive is an opportunity to review how we operate and ensure that Gardeners Queen's Park continues to deliver dependable, well-managed gardening services. We regularly monitor and review complaints to identify patterns and make improvements to our planning, communication, and on-site practices.
By letting us know when something has gone wrong, you help us maintain and raise standards for all clients who rely on our gardening and outdoor maintenance services in the area.
