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Consumer Advice: Complaints

The Gardeners Guild is a national trade network for qualified gardeners. Membership is primarily for the benefit of the member. We give our members access to practical support that will help them grow their business.

The Gardeners Guild is not a consumer organisation or vetting scheme but it is committed to pursue the interests of both its members and the consumer through careful membership selection and ongoing refining of its members.

While members of The Gardeners Guild must meet certain criteria to join, membership in itself does not offer any guarantee on their work.

Even the most qualified and experienced gardeners can make mistakes.

If you have a complaint against one of our members please contact the member direct and give them a chance to resolve matters themselves.

If your complaint cannot be resolved with the member, please also tell us about your complaint by sending an email to enquiries@thegardenersguild.co.uk.

We will acknowledge receipt of your complaint within 5 working days.

The member will be told about the complaint and given the opportunity to explain to us their view of events and circumstances.

Details of your complaint will be kept in the members file and reviewed at least annually and before membership is renewed.

Although we cannot accept any liability for the quality of work carried out by our members, if necessary we will cancel membership in proven instances of deliberate illegal trading, unfair trading or, at our discretion, conduct likely to damage the reputation of The Gardeners Guild or its members.

This is an internal decision between The Gardeners Guild and the member.

The Gardeners Guild does not offer a disputes resolution service. We are not responsible for paying compensation or making a financial award.

If a dispute cannot be resolved directly with the member, you can of course consider court action. The Small Claims Mediation Service deals with monetary claims under £10,000 that are already going through the courts. If both parties agree to using mediation, they will be contacted by the service. As most cases are dealt with by telephone, they save the time and the expense of having to go to court. This service is not free and they do charge for this service.

Citizens Advice and Citizens Advice Scotland have taken on responsibilities and resources from the Office for Fair Trading (OFT) and Consumer Focus by offering free and independent advice. Starting 2 April 2012, a new advice line succeeding Consumer Direct was launched by the Citizens Advice service.

If you require general consumer advice you are advised to contact the Citizens Advice Consumer Helpline on 03454 04 05 05 or visit their website at www.adviceguide.org.uk.

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