Complaints

At Riverdale we aim for complete customer satisfaction on every project. If something isn’t right, we want to know so we can put it right as quickly as possible.

Who this procedure is for?

This complaints procedure is for domestic and commercial customers who have used our services and wish to raise a concern or complaint about our work, service, or conduct.

Step 1 – Talk to us

In the first instance, please contact us directly so we have the opportunity to resolve the issue informally.

  • Phone: 07999 643 446

  • Email: admin@riverdalenaturalwaterfeatures.co.uk

We will acknowledge your complaint within 2 working days and aim to provide a full response or agreed plan of action within 14 working days.

Step 2 – Formal written complaint

If you are not satisfied with the initial response, or you prefer to put things in writing, please submit a formal complaint using our online form:

  • Online form: [COMING SOON]

Please include:

  • Your name and contact details

  • Site address (where the work was carried out)

  • Details of the work and your concerns

  • Any photos or documents that may help

Your complaint will be reviewed by a senior member of the team, and we will provide a written response within 14 working days of receipt. Any agreed actions or remedies will be confirmed to you in writing (usually by email).

Step 3 – If we cannot resolve your complaint

We are members of the Association of Professional Landscapers (APL). If, after following our internal complaints procedure, you feel the matter has not been resolved, you can refer your complaint to the APL for independent review.

Further information on the APL complaints process and how to escalate a complaint can be found here:

Records and monitoring

We record all formal complaints, the outcomes and any actions taken. This helps us improve our services and prevent similar issues in the future.​

Reasonable behaviour

We understand complaints can arise from stressful situations, and we always aim to deal with them fairly, politely and respectfully. In return, we ask that our staff are treated with respect and that complainants communicate in a reasonable and constructive manner.​