David Walker trading as D&M Gardening Services is the Sole Proprietor and a member of Which? Trusted Traders and subscribes to the scheme’s Code of Conduct. Any disputes that cannot be settled between the business and the customer can be referred to Ombudsman Services via Which? Trusted Traders.

All our work is carried out to the highest standards and carries a 12 month guarantee from the date of completion, this covers parts and labour. This guarantee is not insurance backed and your statutory rights are not effected by our guarantee. Unless otherwise agreed, english law, with the english courts having exclusive jurisdiction in relation to any claim, dispute or difference concerning the service and any matter arising from it. If you have any concerns or complaints please contact Suzanne on 02476 278754.

COMPLAINTS POLICY AND PROCEDURE
Any expression of dissatisfaction about the service provided by D&M Gardening Services to customers will be treated as a complaint. Where any customer expresses concern about the service, steps will be taken to resolve the matter and it will be treated as a complaint.

Complaints may be received directly from customers or from third party representatives (subject to evidence of the explicit consent by the customer).  In the event of any complaint the matter must be recorded and logged and referred to the company’s nominated Complaints Handler in compliance with D&M Gardening Services Complaint Handling Procedure.

Any complaint received from a third party representative such as Trading Standards and Citizens Advice Bureau will be referred to D&M Gardening Services nominated Complaints Handler.

It is D&M Gardening Services aim to always exceed customers’ expectations and the company hopes that customers never find cause for any dissatisfaction in the service provided.  However, in circumstances where D/&M Gardening Services is made aware of a complaint, the company would hope to have the opportunity to rectify the situation.

This document outlines D&M Gardening Services Complaints Procedure; the type of complaints it will manage and handle; timescales; the process customers should expect to be utilised; and where customers should go if D&M Gardening Services staff are unable to resolve a customer’s complaint and find a satisfactory resolution.

D&M Garderning Services Complaints Procedure is aimed at resolving complaints quickly and satisfactorily and further improve the quality of the company’s customer service.

WHAT THE COMPLAINTS PROCEDURE COVERS
The following are areas where a complaint may be made:

• Manual errors or mistakes
• Unexplained delays
• Faulty products
• Staff behaviour/conduct
• Breach of contract/terms and conditions of business

HOW TO MAKE A COMPLAINT
If a problem occurs due to the service D&M Gardening Services has provided to a customer for any of the above, the first action should be to forward details of the complaint to D&M Gardening Services Complaints Handler – Suzanne Walker, D&M Gardening Services via email, letter or telephone conversation.  In return, a written acknowledgement of the complaint will be sent within five working days of receiving the complaint.

To progress the complaint faster it would be useful to supply the following information:

• Name and customer reference/order number
• Contact details including preferred time and method of contact
• Nature of the complaint – inclusive of dates and timescales
• Any relevant additional information

HOW TO ACTION YOUR COMPLAINT
D&M Gardening Services Complaints Handler is trained to handle complaints sensitively and efficiently.  The complaint will be investigated in detail to fully understand the customer experience in detail.  Further questions will be asked to ascertain the whole background, before taking action or providing a response or resolution.

Further investigation may be required such as checking internal systems, notes and all processes before the complaint can be actioned.

D&M Gardening Services aims to have any complaint satisfactorily resolved at the earliest opportunity and within eight weeks from the date of receiving notification of the complaint.  D&M Gardening Services will maintain regular updates on all measures being undertaken to resolve the complaint.

Once all information has been considered D&M Gardening Services will provide a written response to confirm whether the complaint has been rejected or accepted, either completely, or to some degree.  When the complaint is accepted, an offer of redress or remedial action will then be made.

Where applicable, D&M Gardening Services will provide details of the steps that the company will undertake to rectify the complaint and ensure that the some problem does not reoccur.

D&M Gardening Services hopes that the company’s decision will be acceptable.  However, where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 981 2929  or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/