Gardeners Norbiton Complaints Procedure

Gardeners Norbiton is committed to providing reliable, professional gardening services and to resolving any concerns in a fair and timely way. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage. It applies to all residential and commercial customers who use our gardening and grounds maintenance services.

Our commitment to you

We aim to deliver a consistently high standard of work across all gardening services, including regular maintenance, one-off tidy ups, lawn care, hedge cutting, planting, and related outdoor work. If something goes wrong, we want to know about it so we can put it right, learn from the experience, and improve our service for the future.

When you make a complaint to Gardeners Norbiton, you can expect us to treat you with respect, listen carefully to your concerns, and deal with the matter as quickly and transparently as possible. We will use the information you give us to review the service you received and to identify any necessary changes.

What counts as a complaint

A complaint is any expression of dissatisfaction about our gardening services, our staff, our contractors, or the way your enquiry has been handled, where you would like a response or resolution. This may include, for example, concerns about the standard of gardening work, communication before or after a visit, punctuality or reliability of appointments, how our team behaved on site, or how your initial concern was handled.

If you are unsure whether your issue is a complaint or a request for information or adjustment, you can still contact us and we will guide you to the most appropriate process.

How to make a complaint

You can raise a complaint with Gardeners Norbiton in writing or verbally. Providing as much detail as possible helps us investigate your concern more effectively. Where you can, please include your full name, property address where the gardening work took place, the date or approximate dates of the work, a clear description of what went wrong or did not meet your expectations, and any supporting information, such as photographs of the garden or notes from previous visits.

If you make a complaint verbally, we may ask you to confirm the main points in writing so that we can ensure we have understood your concerns accurately. We will treat all complaints in confidence and will only share information internally where it is necessary to investigate and resolve the issue.

Stage one: Initial review and response

Once we receive your complaint, we will record the details and acknowledge it within a reasonable timeframe. At this stage, we will carry out an initial review, which may include speaking to the gardener or gardening team who attended your property, checking our work schedules, and reviewing any notes, photographs, or agreed job descriptions.

Where appropriate, we will contact you to clarify details or to ask further questions. We will then provide a response outlining our understanding of the issue, what we have found, and any proposed steps to resolve the matter. We aim to resolve most concerns at this stage through clear communication and practical action, such as returning to site to carry out remedial work where this is appropriate and agreed.

Stage two: Further investigation and escalation

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed at a higher level. In this stage, a more senior member of the Gardeners Norbiton team, who was not directly involved in the original work, will re-examine your complaint and the outcome proposed at stage one.

This may involve a more detailed review of the gardening work carried out, a site visit where required and agreed, and further discussions with everyone involved. We will then provide a written response setting out the findings of this review, any conclusions reached, and what additional steps, if any, we can reasonably take to resolve the matter.

Possible outcomes and resolutions

Depending on the nature of the complaint and our findings, possible outcomes may include an explanation or clarification of what was agreed and what was done, remedial gardening work to correct areas that do not meet our usual standards, changes to future visits or maintenance schedules, internal training or process improvements, or in some cases an adjustment to charges.

We will always explain the reasoning behind any decision or action and will seek, where possible, to agree a practical and fair solution with you.

Timeframes and communication

We aim to handle complaints as quickly as we reasonably can, taking into account the need to investigate matters thoroughly and, where relevant, to arrange site visits in daylight hours and suitable weather conditions. If we need more time than initially indicated, we will keep you informed and provide an updated timescale.

Throughout the process, we will communicate with you in a clear and straightforward way, avoiding unnecessary jargon. If at any point you feel that something has not been properly explained, you can ask us for further clarification.

Your responsibilities as a customer

To help us handle your complaint efficiently, we ask that you provide accurate information, respond to reasonable requests for clarification, and treat our team with courtesy at all times. We recognise that complaints often arise from frustration or disappointment, and we will always work to respond professionally and constructively.

Using your feedback to improve our gardening services

Every complaint we receive is recorded and reviewed so that we can identify recurring issues and opportunities to improve our gardening services. This may include updating staff training, adjusting how we schedule and confirm appointments, improving how we describe our work before a visit, or revising internal quality checks.

By raising your concerns with Gardeners Norbiton, you help us enhance our service for you and for other customers. We value your feedback and remain committed to maintaining and improving the quality, reliability, and professionalism of the gardening work we provide.