Complaints Procedure for Gardening Stratford

This Complaints Procedure explains how customers of Gardening Stratford and related Stratford gardening services can raise concerns about workmanship, scheduling, charges or communication. Our aim is to resolve issues promptly, fairly and with respect. The procedure applies to all garden maintenance, landscaping, hedge trimming and other services provided by our gardening company in Stratford and by those working on our behalf. We encourage customers to read this policy so they understand the steps we take when a service does not meet reasonable expectations.

We treat complaints seriously and ask that, wherever possible, customers give us a clear description of the problem and any relevant dates or photos. A clear statement helps our team investigate efficiently. While we use the name Gardening Stratford for clarity, this document is intended to cover the full range of Stratford gardening services and associated trades we coordinate. We do not include guidance on external legal or regulatory matters; this is an internal process to improve service and achieve practical remedies.

To begin the complaints process, please present the issue as soon as you notice it. Our expectation is that most concerns will be raised within a reasonable time after the work is carried out so that evidence and memory are fresh. When you contact us, provide details such as the date of visit, job reference (if known) and a short description of the issue. We will log the complaint immediately and provide an initial acknowledgment that outlines the next steps and likely timescales for a response.

Once acknowledged, the complaint will be assigned to a member of our team who did not carry out the original work where possible. That person will act as the investigator and point of contact. Investigations include reviewing job records, speaking with the operative(s) involved and, if necessary, arranging an on-site inspection. We aim to complete an initial investigation within five working days, but more complex matters may require additional time. If a delay is unavoidable, we will explain the cause and provide an estimated completion date.

During the investigation we may propose corrective actions such as a re-visit to complete unfinished tasks, modest remedial work to address defects, or, where appropriate, an agreed price adjustment. All proposed remedies will be communicated in writing and will specify expected completion times. We will consider practical options to put right any shortfall in service, balancing customer expectations and health and safety considerations for garden works that can involve equipment and seasonal restrictions.

We maintain a clear record of every complaint, the findings of the investigation and the remedy offered. This documentation helps us identify recurring issues in our service delivery and to make improvements. Records are retained securely and used only for the purpose of complaint handling and service quality improvement. If you prefer that the complaint be handled by a particular member of the team (for example, a manager), please say so and we will consider that request, subject to availability and impartiality.

Our priority is to reach a fair outcome that restores confidence in our Stratford gardeners and the gardening company. When a remedy is agreed, we will set a firm date for completion and confirm what will be done. If the proposed remedy is accepted, we will follow up after the work is completed to ensure the issue has been resolved to your satisfaction. In some cases we may offer an apology and a gesture to acknowledge inconvenience without admitting legal liability.

Where a complaint remains unresolved after initial remedies, we offer an internal escalation route to a senior manager who will review the case afresh. Escalation is not a guarantee of a different outcome, but it provides an extra layer of review. During escalation we may propose alternative solutions or mediation-style approaches to reach an agreed outcome. We record all escalation outcomes so that lessons learned contribute to improved practice across our Stratford gardening services.

If you remain dissatisfied after using our internal process, you are free to seek independent advice from consumer advice organisations or a relevant ombudsman where appropriate; this procedure does not restrict your legal rights. We will cooperate with external reviewers and provide factual records of the investigation and correspondence where requested, subject to data protection and confidentiality limits.