Complaints Policy & Procedure

Complaints Policy
We aim to provide an exceptional service and product to our customers. We value our complaints process and
view it as an opportunity to learn and improve, as well as it being a way to put things right.
In the event of any dissatisfaction or complaint, we are committed to promptly acknowledging, responding,
and acting towards an optimal resolution to ensure our clients’ positive experience with our service and
products. Our Complaints Policy is clearly stated on our website.

Complaints Procedure
If you do not feel completely satisfied with any aspect of our product or services, or if you wish to raise a
complaint, in any relation to Transform Landscapes, please contact us as soon as possible using any of the
following contact methods:
Email: enquiries@transformlandscapes.co.uk

Telephone: 01428 652222

Post: Transform Landscape Design and Construction Limited, Penally Farm, Hewshott Lane, Liphook, GU30 7SS

We aim to acknowledge with 24 hours, and respond within 5 working days of receiving your complaint and,
where possible, will offer an expected date to remedy the issues raised. All complaints will be handled with
care and sensitivity following any relevant data protection requirements. The Managing Director is responsible
for our Complaints Policy and for how it is implemented. This policy is reviewed regularly and updated as
required.

When a third party is involved about our actions, e.g a complaint from the public via the council, we are happy
to address the matter directly with the complainant, keeping the Council Officer advised, or respond to the
council. This would be agreed with the contact manager, following a complaint, as the appropriate action. As
with all complaints our goal will be to address the issues as soon as possible, and resolve any issues.
As registered members of Bali (British Association of Landscape Industries), further support is available to both
our clients and ourselves, in the unlikely event of any issues not being resolved via our own complaints
procedure. Please access detailed information for the Bali Dispute Resolution Service from their website or
contact Bali directly, please see details below:
https://www.bali.org.uk/help-and-advice/dispute-resolution-service/

Post: BALI, Landscape House, Stoneleigh Park, Warwickshire, CV8 2LG

Telephone: 024 7669 0333

Email: contact@bali.org.uk