Complaints Procedure for Gardeners The Hyde

Gardeners The Hyde is committed to providing reliable, professional and courteous gardening services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know so we can put matters right and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We aim to handle all complaints fairly, consistently and promptly. Every complaint is taken seriously, whether it concerns a single visit, an ongoing maintenance agreement, or a one-off gardening project. We will always aim to:

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

Acknowledge your complaint within a reasonable time frame.

Investigate the issues thoroughly, using all relevant information such as job records and site notes.

Provide a clear explanation of our findings and any actions we will take.

Use feedback to review and, where necessary, improve our working practices.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our gardening services, our staff, or our communication, where you would like a response or resolution. This may include, for example:

Concerns about the quality of lawn care, planting, pruning or other gardening work.

Issues with timekeeping, missed appointments, or access to your outdoor space.

Matters related to conduct, courtesy or professionalism of our gardeners or office staff.

Disagreements about quotations, invoices, or changes to agreed work.

Concerns about how we have responded to an earlier query or problem.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may raise a concern informally with a gardener on site or with our office team, or you may choose to submit a more formal complaint in writing. When making a complaint, please provide as much detail as possible, including:

Your name and any relevant job reference or invoice number.

The property where the work was carried out.

The date or dates of the work or incident you are complaining about.

A clear description of what happened and why you are unhappy.

What outcome or resolution you are seeking, if you have a specific preference.

Providing clear information at the start helps us investigate more quickly and effectively.

Stages of the Complaints Process

We operate a simple, structured process to ensure every complaint is handled in a consistent and transparent way.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review it. We will acknowledge your complaint within a reasonable period, confirming that we have received it and explaining the next steps. At this stage, we may contact you to clarify any details or request additional information.

Stage 2: Investigation

We will then investigate your complaint by reviewing the work carried out, speaking to the gardeners or team members involved, examining schedules, photographs or notes, and considering any other relevant information. If needed, we may suggest a site visit so we can better understand your concerns and assess any gardening issues directly.

Stage 3: Response and Proposed Resolution

Following the investigation, we will provide you with a clear and concise response. This will set out what we have looked into, our findings, and any actions we propose to take. Depending on the circumstances, possible resolutions may include:

Putting right any gardening work that falls below our standards.

Adjusting future visits or schedules to meet your requirements more effectively.

Discussing alternative solutions where work was carried out in line with industry practice but did not meet your expectations.

Reviewing how we communicate and updating our processes where needed.

Stage 4: Further Review

If you are not satisfied with the outcome of Stage 3, you may request a further review. In this case, a more senior member of our team will reassess your complaint, taking into account any new information you provide. They will then confirm whether the original decision stands or whether further action is appropriate. We will explain the reasons for this final decision so that you are fully informed.

Timescales

We aim to resolve most complaints as quickly as possible. Straightforward matters can often be addressed within a short period. More complex issues may require additional time to investigate, particularly where site visits or multiple staff are involved. If we need longer than expected, we will keep you informed and provide an updated timescale for our response.

Our Expectations of Everyone Involved

We believe that all complaints should be handled with courtesy and respect. We expect our staff to remain professional at all times and to focus on constructive solutions. We also ask customers to treat our team members with respect while we work to resolve issues. This mutual approach helps us reach fair and practical outcomes that protect your garden, property and peace of mind.

Using Feedback to Improve Our Services

Complaints provide valuable insight into how our gardening services are experienced in real homes and outdoor spaces. We review complaint records regularly to identify patterns, training needs and opportunities to improve. This may include updating guidance for our gardeners, adjusting our scheduling practices, refining how we scope work, or improving communication with clients across our service area.

Accessibility and Support

If you have particular needs that make it difficult to raise a complaint, please let us know how we can assist you. We will do our best to make reasonable adjustments so that you can explain your concerns in a way that is comfortable and accessible for you.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers and staff. As our gardening services develop and our service area grows, we may update this document to reflect new practices or regulatory requirements. The most recent version will always be the one that applies to how we handle your complaint.

Gardeners The Hyde appreciates all feedback, whether positive or negative. If you feel that any aspect of our service has not met your expectations, we encourage you to use this procedure so that we can address your concerns and continue to improve the gardening services we provide.