Complaints Procedure
Gardeners Hammersmith is committed to providing a reliable, professional gardening service and to dealing with any concerns fairly, respectfully, and promptly. We value feedback because it helps us improve our work and the service experience we provide across our gardening service area. If something has not met your expectations, we encourage you to let us know as soon as possible so we can put matters right.
How to Make a Complaint
If you wish to raise a complaint, please provide a clear description of the issue, including what happened, when it happened, and who was involved if relevant. This helps us understand your concern and begin reviewing it properly. Complaints can relate to the quality of work, missed appointments, communication, conduct on site, materials used, or any other part of the service we have provided.
We ask that complaints are raised within a reasonable time after the issue occurs. The sooner we are informed, the easier it is to investigate and, where appropriate, return to assess the work or address the problem directly. Where a job has taken place over a period of time, please tell us which part of the service you are referring to so we can review the correct records and visit history.
What Happens After We Receive a Complaint
Once we receive your complaint, we will review the information and consider the details of the work carried out. We may look at notes from the visit, the agreed scope of work, photographs, or other relevant information. If needed, we may arrange for a member of our team to inspect the issue or discuss the matter further with you.
Our aim is to acknowledge concerns promptly and investigate them in a fair and practical way. Some complaints can be resolved quickly, while others may take longer if we need to gather more information or arrange a follow-up visit. We will always try to keep the process straightforward and focused on finding a suitable resolution.
Possible Outcomes
Depending on the circumstances, the outcome may include correcting work, completing an unfinished task, offering advice on care or maintenance, or agreeing another reasonable solution. In some cases, the complaint may relate to conditions beyond our control, such as weather, seasonal limitations, pre-existing garden conditions, or issues arising from third-party work. Where this happens, we will explain our findings clearly and discuss the options available.
If a complaint relates to the standard of a service carried out by our gardeners, we will assess whether the work was completed according to the agreed instructions and service level. Where improvements are needed, we will aim to address them in a timely and professional manner. Our goal is always to restore confidence in the service and maintain a good working relationship with our customers.
Our Standards of Communication
We ask that all communication remains respectful and constructive. In return, you can expect us to listen carefully, treat your complaint seriously, and respond in a calm and professional way. We understand that complaints can be frustrating, and we will do our best to handle them with care and attention.
If further information is required, we may contact you to clarify details or to arrange a suitable time for review. This helps ensure the complaint is handled accurately and without unnecessary delay. We also encourage customers to share any supporting information that may help us understand the issue more clearly.
Escalating a Complaint
If you feel that your concern has not been resolved to a satisfactory standard, you may ask for the matter to be reviewed again. In such cases, we will carry out a further assessment of the complaint and consider any additional information provided. We remain committed to treating every issue seriously and to reaching a fair conclusion wherever possible.
Ongoing Improvement
Gardeners Hammersmith uses complaints as an opportunity to improve our service, refine our processes, and strengthen the quality of our work. Whether the issue relates to a one-off visit or regular garden maintenance, we take customer feedback seriously and use it to help shape better service delivery across our operating area.
If you have a concern, please raise it with us directly and as soon as possible. We will review it carefully and work with you towards a fair and practical resolution.
