Complaints Procedure for Super Gardener

Super Gardener is committed to delivering high-quality garden care across our service area. This complaints procedure explains how we manage concerns about our garden maintenance, landscaping, hedge trimming, lawn care and related services. Our aim is to resolve problems quickly and fairly; when issues arise we treat them as opportunities to improve. This page sets out the steps we take from receipt of a complaint to final resolution, along with expected timescales and the principles that guide our complaint handling.

Our customer complaint policy applies to any paid service where a client believes the work or conduct fell short of reasonable expectations. The procedure covers routine service faults, workmanship concerns and service delivery issues, including missed appointments or incomplete jobs. It does not replace safety reporting or emergency procedures. We provide a clear pathway for anyone to let us know when an outcome is unsatisfactory so we can investigate and, where appropriate, offer a remedy.

Anyone who receives services from Super Gardener may raise a concern—homeowners, property managers and other authorized representatives. A complaint is any expression of dissatisfaction about the quality, standard, or delivery of our gardening services. Please include relevant details when raising a concern: date and location of service, description of the issue, who was involved and any supporting photos. Our team treats all complaints seriously and evaluates each case on its individual facts.

How to raise a complaint

When you need to report an issue, please provide a clear description so we can act promptly. Although this document avoids direct contact channels, it outlines the information we use to log and prioritise concerns. The essential details are:

• Service date and time – when the work took place or the issue was noticed;
• Nature of the problem – a brief summary of what went wrong and which service was affected;
• Location – the property or area where the service was provided;
• Supporting evidence – photos, notes on weather conditions, and any other context that helps our investigation.

On receipt of a complaint we will log the issue in our internal system and acknowledge it within a standard timeframe. Acknowledgement confirms we have received the complaint and sets out the next steps. Our first aim is to gather the facts, which may include review of work records, site photographs and speaking with the team members involved. Where appropriate, we will arrange a site visit to assess the situation in person.

Investigation and timelines

The investigation is evidence-based and proportionate to the nature of the complaint. We aim to complete initial fact-finding within a few business days; more complex matters may require additional time. During this stage we may propose interim actions to prevent further inconvenience. If we identify a service fault, we will suggest options to put things right, which could include redoing work, targeted repairs, or other remedial actions consistent with the original agreement.

Outcomes are communicated clearly and recorded. Possible resolutions include a written explanation, an opportunity to have work corrected, or a practical remedy such as additional visits to bring the garden up to expected standards. In all cases we strive for transparency: we explain our findings, the options available, and any limitations. If there is a dispute about workmanship or scope, we rely on objective evidence such as photos, job sheets and service agreements to reach a fair conclusion.

If a complainant is not satisfied with the proposed resolution, our complaint handling includes an internal review by a senior manager not previously involved in the case. This escalation stage is intended to provide fresh consideration and may result in revised solutions. It is part of our commitment to robust complaint handling practices. We do not use escalation to delay answers; instead, it is used to ensure impartiality in outcomes where an earlier decision has not resolved the issue.

All complaints and their outcomes are recorded for continuous improvement. We analyse trends to identify recurring service problems and training needs for our teams. Our records respect confidentiality and data protection principles: information is used only for resolving the complaint and improving service quality. Repeated or serious concerns trigger a formal review of procedures, equipment and standards to reduce the likelihood of recurrence.