Complaints Procedure

1. Introduction

Mow and Glow Ltd is committed to providing the highest levels of customer service and continually strives to meet and exceed the expectations of its customers and clients. However, we recognise that there may be times when we don’t get it right and our customers wish to make a complaint.

We have therefore developed this policy to describe in simple terms how you can make a complaint, how we will manage your complaint, and the levels of service you can expect.

We embrace the philosophy of continuous improvement in all aspects of our service delivery, and view complaints as a valuable opportunity to improve our performance and ensure that we learn from our mistakes. It is our intention to provide our customers with access to a customer-focused complaints handling process that is open, responsive and fair.

1.1 What is a complaint?

We would consider a complaint to be “A written or verbal expression of concern, dissatisfaction or criticism relating to any aspect of our service to you the customer/ client”.

This may include, but is not limited to:-

  • Failure to achieve the standards of service we have promised

  • Unacceptable delay or failure to respond to an enquiry or request

  • Dissatisfaction with the actions of our staff or contractors & agents working on our behalf

1.2 Making a complaint

We are easily contactable via telephone, post, e-mail and our website and our staff have been trained to handle customer complaints and will respond quickly and courteously to your complaint, while ensuring that the details are logged accurately and the best remedy offered for the issue you have raised.

1.3 How to Contact Us

By telephone

  • All verbal complaints should be referred to 07492 508 625. Here, we will log the complaint and provide further guidance on next steps.

By e-mail

  • Please send all e-mail complaints to complaints@mowandglow.co.uk detailing your Full Name, Address, Contact Telephone Number, Email and Job Number (if provided). Please also provide as much information as possible and kindly furnish comprehensive details pertaining to your grievance, inclusive of pertinent documents or corroborative evidence, such as videos, images or logs.

2. Acknowledgment Procedure:

Your complaint will be acknowledged within three business days/ 72hrs , accompanied by the designation of the representative overseeing its resolution. In the first instance we will attempt to contact the correspondent by telephone, should we be unsuccessful we will provide a written response detailing our suggested remedy and contact details via email. Should the complexity of your complaint necessitate an extended resolution period beyond ten working days, an interim status update will be provided to you via email.

3. Complaint Examination:

Your grievance will undergo a meticulous review with the intent of achieving a prompt resolution. Depending on the nature of the issue, potential resolutions may encompass redoing the work, refunds, credits, replacements, or alternative remedies. The ensuing communication will delineate the resolution and subsequent actions.

Feedback on our resolution approach is invaluable, aiding in refining our procedures.

4. Resolution Timeline:

Our objective is to address grievances within a span of 10 working days from their receipt. In scenarios where this timeline is unattainable, we will engage with you to elucidate the reasons for the postponement and proffer an amended schedule.

5. Quality of Response

It is our aim to resolve all complaints to our customer’s satisfaction, we will therefore monitor the speed and quality of our responses to verify that all complaints receive a response/resolution within agreed timescales, are fully and fairly investigated and offer an equitable remedy.

6. Confidentiality

Our Complaints Policy will ensure the utmost levels of confidentiality so that customers are not discouraged from making a complaint. In addition, accusations made in regard to the behaviour of our employees will only be made known to those staff members directly involved in the investigation of the complaint.

7. Complaint Escalation:

Should the provided resolution not align with your expectations, we invite you to reach out to our admin team on admin@mowandglow.co.uk. Here, the Managing Director will undertake a comprehensive review to determine any additional measures requisite for an expedited and mutually agreeable resolution, ensuring utmost confidentiality throughout.

8. Documentation and Review:

For internal reference, we will maintain a record of your grievance and our subsequent response for a minimum duration of six months post-receipt. Our leadership team periodically assesses all grievances to identify patterns and significant underlying issues. We are unwavering in our commitment to delivering unparalleled service to our clientele and employ all feasible measures to address their concerns promptly and to their satisfaction.

4. Additional Information

  • If the information above does not satisfy or answer your enquiry please get in touch with us directly via our Phone Number: 07492 508 625 or Email: enquiries@mowandglow.co.uk. You can also get in touch via our intuitive contact form.

  • We will endeavour to respond to your queries as soon as possible.