Complaints Policy & Procedure
Complaints Policy:
Grass2Lawn Ltd is committed to providing a high-level service to our customers. If you do not receive satisfaction from us, please tell us about it, this will help us to improve our standards going forward.
Complaints Procedure:
If you have a complaint, please contact our Service Manager, within 7 days of the completed service or treatment by writing to, Service Manager, Grass2Lawn Ltd, Stonecroft, London Road, Hassocks, West Sussex, BN6 9HY or by email to info@grass2lawn.co.uk
Next steps:
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- We will send you a letter or email acknowledging your complaint and asking you to confirm or explain the details and forward us any photographs if applicable. We will let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.
- We will record your complaint in our central register within a day of having received it.
- We will then start to investigate your complaint…
- We will ask the member of staff who dealt with you to reply to your complaint within 5 days of our request.
- We will then examine the member of staff’s reply and the information you have provided for us. This will take up to 4 days from receiving their reply.
- We may contact you in the interim should we need to conduct a site visit at your property.
- We will then contact you to discuss everything and hopefully resolve your complaint. We will do this within 5 days of the end of our investigation.
- Within 2 days of this communication, we will write to you to confirm any solutions we have agreed with you.
- If you do not want us to contact you to discuss the complaint, we can send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. We will do this within 5 days of completing our investigation.
- At this stage, if you are still not satisfied you can write to us again. A Director of the company will review the complaint and findings within 10 days.
- We will let you know of the outcome of the Directors review within 5 days.
- If you are not satisfied with the outcome of the Directors review, you can contact the Lawn Care Association for further advice.
Grass2Lawn Ltd January 2021