Gardeners Finsbury Complaints Procedure

Gardeners Finsbury is committed to providing reliable, professional gardening and outdoor maintenance services. We aim to deliver work to a consistently high standard, but we recognise that occasionally things may go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and see them as an opportunity to review and improve our services. Whether your concern relates to garden maintenance, one-off landscaping work, site tidiness, or the behaviour of our team, we will treat your feedback fairly, respectfully and without bias.

Our aims are to:

Listen carefully and understand your concern, investigate what has happened, respond in a clear and timely way, and, where appropriate, put things right and learn from the outcome.

Who Can Use This Complaints Procedure

This procedure is for clients and customers of Gardeners Finsbury who are dissatisfied with any aspect of the service they have received. This includes domestic and commercial customers using our gardening, lawn care, hedge work, planting, or general grounds maintenance services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the quality of work, communication before or after a visit, conduct of team members, appointment scheduling, invoicing, or aftercare advice. If you are unsure whether your concern is a complaint, you can still raise it with us and we will guide you through the process.

How to Raise a Complaint

We encourage you to raise concerns as soon as possible after the issue arises so that we can address matters promptly. You can make a complaint verbally or in writing.

When you contact us, please provide:

Your full name, the property address where we carried out the gardening work, the date or approximate date of the service, a description of what went wrong or has caused concern, and any information that may help us understand the situation, such as photographs or notes about conversations with our gardeners.

Stage One: Informal Resolution

Where possible, we will first try to resolve your complaint informally. This usually involves discussing your concern with the relevant member of our team, such as the gardener who carried out the work or the person who arranged your booking.

We will aim to:

Acknowledge your concern promptly, clarify the details with you if anything is unclear, and offer a practical solution where appropriate, such as a return visit to review the garden, remedial work, or an explanation of what was done and why.

If you are satisfied with the outcome at this stage, we will confirm that the matter has been resolved. If you remain unhappy, you can ask for your complaint to be escalated to the formal stage.

Stage Two: Formal Complaint

If informal resolution is not suitable or does not resolve your concern, you may submit a formal complaint. When we receive a formal complaint, a senior member of the Gardeners Finsbury team will take responsibility for reviewing it.

At this stage we will:

Record your complaint in our internal system, acknowledge receipt within a reasonable timeframe, investigate the matter by reviewing job records, speaking to relevant staff, and, if needed, arranging a site visit to the garden, and provide a written response setting out our findings and any steps we propose to take.

We will aim to complete our investigation and respond as promptly as we reasonably can, taking into account the nature and complexity of the complaint and the need to gather accurate information.

Outcomes and Remedies

Where our investigation shows that our service has fallen below the standard you should reasonably expect, we will consider appropriate remedies. These may include:

Offering to carry out remedial gardening work, such as revisiting to correct an issue with lawn cutting, hedge shaping, pruning or planting where practical, offering a reduction or partial refund on the affected service where justified, and reviewing and improving our internal procedures, staff training, or communication methods to prevent similar issues.

We will explain clearly what outcome we are offering and the reasons for our decision.

If You Remain Dissatisfied

If, after receiving our formal response, you are still dissatisfied, you may request that your complaint be reviewed again. A different senior person, where possible, will consider whether the procedure has been followed correctly and whether the outcome is reasonable in the circumstances.

While this complaints procedure is internal to Gardeners Finsbury, you may also wish to seek independent advice if you feel the matter has not been resolved to your satisfaction.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and respond to your complaint. We will store and process your personal information in line with applicable data protection requirements and our privacy practices.

Using Feedback to Improve Our Services

Gardeners Finsbury values all feedback, whether positive or negative. Complaints are reviewed periodically so that we can identify patterns, improve our gardening methods, maintain higher standards on site, and enhance how we communicate with customers before, during and after visits. Our goal is to provide dependable, considerate garden care and to make it easy for you to tell us if something is not right.

Accessibility of This Procedure

If you require this Complaints Procedure in a different format or need support to raise a concern, please let us know. We will do our best to make the process clear and accessible, so that all customers using Gardeners Finsbury services can have their concerns heard and addressed.