Complaints Procedure for Super Gardeners
Super Gardeners is committed to delivering professional gardening services and garden maintenance with respect and care. This Complaints Procedure explains how we handle concerns about our gardening company, lawn care, planting, or maintenance work, and sets out the steps we take to investigate and resolve issues fairly. It is designed for transparency across our service area while avoiding reference to specific local details.
We aim to address every concern promptly. If you raise a point about any aspect of the service provided by Super Gardeners or one of our Super Gardener teams, we will acknowledge the complaint and explain the process. All complaints are treated seriously and we record them for continual improvement of our gardening services and horticultural operations.
This policy applies to complaints made by householders, property managers, or stakeholders who have engaged our gardening company or used our gardening services. It covers routine garden upkeep, landscaping, pruning, lawn care, and related horticultural tasks. Complaints about health and safety incidents are escalated according to our internal procedures and may involve specialist investigation.
Scope, Definitions and Principles
Complaints are defined as any expression of dissatisfaction with an aspect of our work or behaviour. The Super Gardeners approach is guided by fairness, timeliness, and a commitment to confidentiality. We seek to resolve matters informally where possible, but we also provide a formal route if a complainant prefers a more structured review.
We aim to be accessible. If a complainant has accessibility needs or requires information in another format, the gardening company will make reasonable adjustments to support clear communication. Super Gardeners will not discriminate on any protected grounds when handling complaints.
All complaints will be logged on receipt and allocated a reference. Records include the date, nature of the concern, parties involved, actions taken, and the outcome. These records assist the management team in monitoring service quality and implementing corrective measures within our service area.
How to Submit a Complaint
To help us investigate quickly, please provide: a clear description of the issue, the date and location of the service, the names of any team members involved where known, and any supporting details such as photographs or evidence of damage. We do not include contact details in this policy document; please use the standard complaint channels provided when you booked or engaged our services.
The Super Gardeners complaint handling process follows two main stages: an informal resolution stage for straightforward matters, and a formal investigation stage for complaints requiring detailed review. We encourage early contact so that minor matters can often be resolved on site by the gardening team.
Where formal investigation is needed, the gardening company will appoint an impartial reviewer to gather information, interview staff and, where appropriate, visit the site. This ensures a balanced assessment of lawn care workmanship, planting choices, or maintenance scheduling concerns.
Outcomes may include an apology, remedial work, a partial or full refund where appropriate, or other reasonable actions such as revising future maintenance plans. Remedies are tailored to the specific issue and consistent with the level of service delivered by this gardening company.
Typical timeframes: initial acknowledgement within five working days, a preliminary response within ten working days, and a full outcome communicated within 20 working days of receipt of a formal complaint. If investigations require more time, we will explain the reason for delay and provide revised timescales.
Appeals: If a complainant is dissatisfied with the outcome, they may request an internal review. An appeal is handled by a senior manager not previously involved in the decision. The appeal stage seeks to ensure fairness and considers any new information presented by the complainant.
Confidentiality and data protection are essential. Information collected during complaint handling is used only to investigate and improve service delivery and is stored in accordance with applicable data protection standards. Super Gardeners retains complaint records for a defined period to track trends and implement service improvements.
Where appropriate, the gardening company may suggest alternative dispute resolution or involve a neutral third party mediator to facilitate a resolution, particularly for complex landscaping disputes that are not easily settled through standard corrective measures.
Monitoring and review: We periodically review complaint records to identify recurring issues, training needs for our teams, and opportunities to refine operational procedures. These reviews support continuous improvement across the whole of our gardening service area and help maintain high standards in garden maintenance, planting, and customer care.
Our commitment: Super Gardeners strives to handle complaints professionally, impartially, and efficiently. We use complaints as a constructive tool to improve horticultural practice, staff training, and customer experience.
The policy is periodically reviewed to ensure it remains effective and aligned with best practice in the landscaping and gardening sector. Any updates to the procedure reflect lessons learned and evolving expectations of clients across our service area.
We aim to resolve matters amicably and encourage the use of this Complaints Procedure whenever concerns arise about the standard or delivery of services by Super Gardeners or associated teams.