Complaints Handling Scheme

·         All complaints must be made in writing, via written letter, or email but not by telephone. Any complaint that is made will be treated very seriously.


·         Complainants will be dealt with courteously and promptly so that the matter is resolved as quickly as possible.


·         We will first listen to the complainantís complaint and try and find out what has happened to cause the complaint.


·         We will acknowledge the complaint in writing (or by email) and send a copy of the procedure as soon as possible, normally within two business days. Where it is possible, the person investigating the complaint will not have been involve directly in the complainants matter.


·         Responses will address the subject matter of the complaint and, where a complaint is upheld, a redress will be offered (where it is appropriate to do so).


·         Within four weeks of receiving a complaint Stephen Charles Landscape and Contract Gardeners will send the complainant either a final or a holding response which explains why we are not yet in a position to resolve the complaint, at the same time explaining why Stephen Charles Landscape and Contract Gardener will make further contact within eight weeks of receipt of the complaint.


·         By the end of the eight weeks after receiving the complaint, we will send the complainant either a final response or a response which either both that Stephen Charles Landscape and Contract Gardeners  is still not in a position to make the final response, with reasons for the further delay and with an indication when we expect to be able to provide a final response.


·         Should a complaint be made more than six months after the complainant became aware of it, we reserve the right to decline to consider such a complaint. This will be confirmed to you in writing

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Stephen Charles Landscape and Contract Gardeners,
Richmond (Head Office)
Telephone: +44 (0) 844 736 5888
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