Hartley Landscapes

Complaints Procedure

Complaints Procedure:

At Hartley Landscapes, we are committed to providing exceptional landscaping services and ensuring the utmost satisfaction of our customers. However, we understand that there may be times when you have concerns or complaints about our services. We value your feedback and have established a clear and straightforward complaints procedure to address any issues you may encounter.

Step 1: Contact Us
If you have a complaint, please get in touch with us as soon as possible. You can contact us through one of the following methods:

Phone: 01543 264 412
Email: [email protected]
Postal Mail: 47 High Grange, Lichfield, Staffordshire WS13 7DU

When contacting us, please provide the following information:

Your name
Contact information
A clear description of the issue or complaint

Step 2: Acknowledgment
Upon receiving your complaint, we will acknowledge it within 2 business days. We want to assure you that we take your concerns seriously and will thoroughly investigate the matter.

Step 3: Investigation
Our team will conduct a comprehensive investigation into your complaint. This may involve speaking with relevant staff members or reviewing records related to your project.

Step 4: Resolution
We will work diligently to resolve your complaint in a fair and timely manner. Depending on the nature of the issue, resolution may involve:

Correcting any errors or issues with our services
Offering an explanation or clarification
Providing compensation or remedies as appropriate
We aim to resolve all complaints within 14 business days, but more complex issues may require additional time. Throughout the process, we will keep you informed of our progress and any anticipated timelines.

Step 5: Final Response
Once we have completed our investigation and reached a resolution, we will provide you with a final written response. This response will outline the actions taken to address your complaint and any relevant findings.

Step 6: Escalation
If you are not satisfied with the resolution provided in the final response, you may request further escalation. Please let us know, and we will guide you through the next steps, which may involve seeking external mediation or assistance.

Our Commitment to Improvement
We view complaints as an opportunity to improve our services and ensure that all our customers have a positive experience with Hartley Landscapes. Your feedback is invaluable, and we are dedicated to learning from your experiences to continually enhance our services.

Thank you for choosing Hartley Landscapes. We appreciate your trust in us and remain committed to delivering high-quality landscaping services.

Effective Date: 22/09/23

Hartley Landscapes.47 High Grange, Lichfield, Staffordshire WS13 7DU

We are a registered Trustmark, Association of Professional Landscaper (APL) and Horticultural Trades Association (HTA) Member, which involves regular inspections by a government approved body to ensure that you are dealing with a reputable company.