Complaints Procedure — Gardeners Sutton

Gardeners Sutton is committed to delivering reliable, high-quality gardening and grounds maintenance services. This complaints procedure explains how we handle concerns about our work, communication, billing and conduct. Our goal is to resolve issues fairly, quickly and transparently so that residential and commercial clients receive consistent service across our service area. If you believe a job has not met the expected standard, please read the steps below to understand how we investigate, respond and learn from complaints.

How to raise a complaint

To register a concern, provide a clear description of the issue, including the date of the visit, the nature of the problem and what outcome you are seeking. Please include any supporting information such as photographs, invoices or job references if they are available. Please be as specific as possible — this helps our team assess the situation without delay. Complaints can be submitted in writing; where verbal reports are received we will offer written confirmation of the details we have recorded.

Acknowledgement and initial review: We aim to acknowledge all complaints promptly. After the initial receipt we will confirm the complaint and the expected timescale for a response. Typical stages include:

• Initial acknowledgement and logging of the complaint;
• Allocation to an investigator or complaints handler;
• Investigation and proposed resolution.

Investigation process

Our investigation will be proportionate to the nature of the complaint. The assigned complaints officer will review records, consult team members involved and, where necessary, arrange a site visit to verify workmanship or safety concerns. We will treat information provided in confidence and only share details internally to resolve the matter. We aim to be objective and will consider any mitigating circumstances before recommending a course of action or remedy.

During the investigation we may propose interim steps, for example temporary measures to make a site safe or stop further deterioration. We will keep you updated at key milestones and, where a site visit is needed, we will agree a convenient time for assessment. If additional time is required, we will explain why and provide a revised completion date for the investigation.

Outcomes and remedies are tailored to the complaint. Possible resolutions include a written apology, repeat of part or all of the work at no extra charge, financial adjustment where applicable, or a formal explanation when no fault is found. We will document the outcome and any agreed actions. If remedial work is required, we will set a clear timescale and confirm responsibilities so expectations are aligned.

Our complaints procedure covers a range of issues related to gardening, landscaping and grounds upkeep: workmanship standards, safety concerns, missed appointments, communication breakdowns and invoicing queries. It does not cover general service enquiries or routine scheduling changes, which are handled through our normal operational channels. Unacceptable behaviour such as abusive language or threats will not be tolerated and may affect how we proceed.

Escalation and review: If you are not satisfied with the proposed resolution, you can ask for an internal escalation to a senior manager who has not previously been involved with the case. The escalated review will examine the original investigation and any new evidence. We aim to complete escalated reviews in a timely manner and to provide a final written response explaining the position and any further steps that may be available.

Record keeping and confidentiality: We keep a clear record of all complaints, investigations and outcomes for a defined retention period. These records help us identify recurring issues and improve service delivery. We will handle personal data in accordance with applicable privacy expectations, only using information to resolve the complaint and to improve our gardening services in the local area.

Learning and continuous improvement — Complaints are an important source of learning. Where investigations identify systemic issues, we will update internal procedures, provide targeted training to staff and, where appropriate, change materials or working methods. This process supports quality improvements across our gardening teams and helps reduce repeat problems.

Expectations of customers when making a complaint: please provide clear, factual information; assist with reasonable requests for access to inspect work; and respond to queries promptly. We ask that incidents are reported as soon as reasonably practicable so that our records and recollections remain accurate. Cooperation helps us reach an effective resolution more quickly.

Final note: Gardeners Sutton is committed to fairness and transparency when handling disputes. While we aim to resolve matters internally, you remain free to pursue independent dispute resolution or other legal avenues if you wish — this procedure does not limit statutory rights. We review this complaints policy periodically to ensure it remains practical and compliant with good practice, and to reflect lessons learned in delivering gardening and grounds maintenance services.