Complaints Procedure for Gardeners Hayes

Gardeners Hayes is committed to delivering professional, reliable garden care across our service area. This Complaints Procedure sets out how concerns about our work, staff conduct, or service delivery are handled. The procedure applies to all customers of the Hayes gardening service and to work carried out on domestic and small commercial sites. Its purpose is to ensure that complaints are taken seriously, investigated fairly and resolved promptly, with a focus on restoring trust and preventing recurrence.

Principles and scope

Our approach is built on clear principles: accessibility, transparency, speed, and continuous improvement. We will treat every concern with respect and confidentiality, and we will not discriminate or penalise anyone who raises an issue. The policy covers: workmanship, scheduling, health and safety concerns related to our crews, vehicle or equipment damage, and conduct of Hayes gardeners while on site. It does not cover contractual disputes already subject to formal legal processes; matters of that nature are handled through the appropriate channels.

How to raise a concern

In many cases, concerns can be resolved quickly by speaking to the operative on site or the supervising team. We encourage an initial, informal discussion with the person who completed the job or the on-site supervisor. If the issue is not resolved informally, customers may submit a formal complaint in writing. A clear outline of the issue, location, date of service, and any relevant photos or descriptions helps speed the review. We accept complaints from the account holder, an authorised representative, or a property owner where appropriate.

Formal complaint procedure and acknowledgement

Once a formal concern is received by our complaints coordinator it will be logged and acknowledged promptly. We aim to send a written acknowledgement within 3 working days. The acknowledgement will include a complaint reference number, the name of the person handling the matter and an outline of the expected timescale for initial investigation. If more time is needed, we will inform the customer and provide regular updates. Our process seeks to balance a quick resolution with a thorough investigation.

Investigation process

An investigation may involve gathering records, visiting the site, inspecting work, interviewing staff or subcontractors and reviewing photographs or other evidence. Investigators will be impartial and, where possible, independent of the work team involved. We will keep the complainant informed about progress and any interim findings. The aim of the investigation is to determine what happened, why it happened, and to identify appropriate remedial steps. All investigations are conducted in accordance with our commitment to confidentiality and data protection.

Information we need

To help us respond effectively please provide a concise statement of the issue and include where possible:

• Date and time of the visit or incident
• Address or location where the work was carried out
• Names of the operatives involved (if known)
• Photographs or other visual evidence showing the issue
• Any receipts, job sheets or booking references

Supplying this information at the outset helps resolve matters more quickly and reduces the need for follow-up queries.

Outcomes and remedies

Following investigation, we will communicate the outcome and proposed remedies. Remedies may include rectifying the original work at no additional cost, offering a partial refund where appropriate, providing a repeat visit to complete agreed tasks, or offering a goodwill gesture in limited circumstances. All remedial work will be scheduled in a timely manner and we will confirm any new appointment dates. Where no fault is found, we will explain the findings and provide any practical advice on next steps. Our objective is a fair outcome for the customer and for Gardeners Hayes.

Escalation and review

If a customer is unhappy with our proposed resolution they may request an internal review. The review will be carried out by a senior manager who was not involved in the initial investigation. The reviewer will re-examine evidence, consider any new information and issue a final decision. We aim to complete an internal review within 20 working days of the request. Where matters involve potential damage or injury, or complex commercial disputes, additional time may be required and the customer will be kept informed.

Record keeping, learning and continuous improvement

All complaints and the outcomes are recorded on our central complaints register to identify trends and areas for improvement. Records are retained in line with our data policies and relevant legal requirements. Complaints are reviewed periodically by the senior leadership team to ensure that lessons are learned and that improvements are implemented in training, procedures, and quality assurance. We use this work to improve safety, workmanship standards and customer experience across the Hayes gardening service area.

Confidentiality and fairness We treat all parties fairly and maintain confidentiality throughout the process. Personal data shared during a complaint will be used only to investigate and resolve the issue and will be handled according to our privacy practices. We will not disclose sensitive information to third parties except where necessary for the investigation or required by law. Complainants are expected to behave reasonably; vexatious or abusive behaviour may affect how the complaint is handled and may lead to termination of services in extreme cases.