Last updated: 22 November 2025

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At LJ Groundworks & Landscaping, I strive to deliver exceptional service to all clients. However, I recognize that sometimes things may not go as planned. When this happens, I am committed to handling your concerns promptly, fairly, and transparently.

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1. Our Commitment

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• I treat every complaint seriously and with respect.

• I aim to resolve issues quickly and to your satisfaction.

• I use feedback to continuously improve my services.

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2. How to Raise a Complaint

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If you are dissatisfied with any aspect of my service, please contact me as soon as possible using any of the following methods:

a) By Email:
ljgroundworksandlandscaping@gmail.com

b) By Phone:
07467546479

c) By Post:
LJ Groundworks & Landscaping
Ellesmere Port

Please provide:

• Your name and contact details

• Details of the work or enquiry

• A clear description of your complaint or concern

• Any relevant photos or supporting information

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3. What Happens Next

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• I will acknowledge your complaint within 2 working days of receipt.

• I will investigate the issue in detail, which may include discussing the problem with staff, reviewing records, and inspecting work if necessary.

• I aim to provide a full written response and proposed resolution within 14 days.

• If the issue is complex and takes longer, I will keep you updated on progress.

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4. Our Resolution Process

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• I will listen to your concerns and discuss possible solutions with you.

• If the complaint relates to completed work, I may offer a site visit to inspect the issue.

• Where justified, I will offer to rectify defects or refund a proportion of the fees paid, as appropriate.

• All agreed actions will be confirmed to you in writing.

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5. Escalation

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If you are not satisfied with my resolution, you may:

• Request a review of your complaint by a senior staff member (if applicable)

• Seek guidance from independent consumer advice services such as Citizens Advice or TrustMark (if registered)

• Use alternative dispute resolution services or take legal action as a last resort

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6. Records & Confidentiality

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• All complaints are recorded and retained for at least 6 years.

• Your complaint will be handled in strict confidence.

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7. Continuous Improvement

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I use all complaints and feedback to identify trends and improve training, work processes, and customer communication.

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8. Contact Details

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For all complaints and further information, please contact:
Email: Liam@ljgroundworks.com
Phone: 07467546479

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Your trust is important. If you have a problem or suggestion, please let me know promptly so I can put things right.