Gardeners Crook Log Complaints Procedure

Gardeners Crook Log is committed to providing reliable, professional gardening and grounds maintenance services. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve issues quickly, fairly and transparently. This Complaints Procedure explains how you can raise a concern about our services and how we will respond.

Our Commitment to You

We treat all complaints seriously and use them as an opportunity to improve our work. Whether your concern relates to regular garden maintenance, one-off landscaping, lawn care, planting, hedge trimming or any other service we provide, we will aim to:

Listen carefully to your concerns and understand the problem from your point of view.

Acknowledge your complaint promptly.

Investigate the matter thoroughly and objectively.

Provide a clear and honest response within a reasonable timescale.

Take appropriate action to put things right where we have fallen short.

Use feedback to improve our gardening services and internal processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our work or the way we have delivered our services, whether that concern is justified or not. This may include, for example:

Concerns about the quality of gardening work carried out, including planting, pruning, mowing or clearances.

Issues with how our team has treated you or communicated with you.

Disputes about appointments, timing, access to your garden or how long work has taken.

Questions about charges, invoices or what was included in the agreed specification.

Worries about how we have looked after your property, plants or outdoor spaces.

If you are unsure whether your issue is a complaint, you are still encouraged to tell us about it so we can help.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may raise a concern with a team member while they are on site, or you may contact our office after the visit. You can submit your complaint verbally or in writing.

To help us investigate your complaint efficiently, please provide as much detail as you can, including:

Your full name and the address where we carried out the work.

A clear description of what went wrong or why you are unhappy.

The date or approximate date when the issue occurred.

The names of any team members you have already spoken to, if you know them.

Any relevant information about the gardening work agreed or completed.

You may also include photographs or notes if they help to explain your concern, especially for garden or landscaping issues where visual evidence can be useful.

Stage One: Initial Resolution

Whenever possible, we aim to resolve complaints at the first point of contact. If you raise your concern with a gardener or team leader while they are on site, they will do their best to address the issue straight away. This might include revisiting an area of your garden, adjusting the work carried out or clarifying what was previously agreed.

If the team member cannot resolve the matter immediately, or if you contact the office after the visit, your complaint will be passed to a supervisor or manager for review.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, it will move to a more formal investigation. A manager will review the details of your complaint, including any notes, photographs, work schedules and job specifications. They may contact you to ask for further information or to arrange a convenient time to visit your garden to see the issue in person.

During this stage, we will aim to:

Understand exactly what has happened and how it has affected you.

Check what work was agreed and what was actually carried out.

Consult with the gardening team involved if necessary.

Assess whether our standards and procedures have been followed.

Our Response and Possible Outcomes

Once we have completed our investigation, we will provide you with a clear response. This will explain:

What we have found.

Whether we believe something has gone wrong.

What we will do to put things right, if appropriate.

What steps we will take to reduce the chance of a similar problem occurring again.

Depending on the nature of the complaint, we may offer one or more of the following outcomes:

A sincere apology and explanation.

Corrective gardening work, such as revisiting your property to complete or rectify tasks.

Adjustments to future scheduled services.

Revised documentation or clarifications regarding what was agreed.

Any remedy will take into account the specific circumstances, the impact on you and what is reasonable in the context of the gardening services provided.

If You Are Still Unhappy

If you remain dissatisfied after we have completed our investigation and explained our decision, you may ask for your complaint to be reviewed again by a more senior member of the company where this is possible. They will consider whether the complaint has been handled fairly and whether the outcome is reasonable, based on the information available.

At this stage, we will confirm our final position and any further steps we are able to take. While we cannot guarantee that we will always be able to agree with your preferred solution, we will always aim to be fair, transparent and respectful.

Using Feedback to Improve Our Services

Every complaint and piece of feedback we receive helps us to improve the way we look after gardens and outdoor spaces. We regularly review complaints to identify patterns or recurring issues so that we can refine our training, supervision and working practices.

By telling us when something has gone wrong, you are helping Gardeners Crook Log maintain high standards of service for all customers and ensure that our gardening teams continue to work safely, professionally and with care for every garden they maintain.