Complaints

Eagle Eye Design is committed to providing high-quality landscape planning & design services. However, we acknowledge that there may be occasions when our services do not meet expectations. This policy outlines how we handle complaints, ensuring a fair, transparent, and timely resolution.

This policy ensures:

• Complaints are handled fairly, promptly, and professionally.
  
• We learn from feedback and continuously improve our services.
  
• Clients and stakeholders have a clear process to voice concerns.

This policy applies to clients, contractors, suppliers, and other stakeholders engaging with Eagle Eye Design. It covers complaints regarding:

• The quality of our services.
  
• Communication or customer service issues.
  
• Unmet expectations in project delivery.
  
• Concerns about professional conduct.
  

It does not cover:

• Disputes between third parties (e.g., between a client and contractor we have not appointed).
  
• Anonymous complaints (unless sufficient detail is provided for investigation).
  
• Matters subject to legal proceedings.

If you wish to make a complaint, please contact us using any of the following methods:

Email: studio@eagleeyedesign.co.uk

Phone: 01785 664204

Post: Eagle Eye Design, 59 Falmouth Avenue, Stafford, ST17 0JG

To help us resolve your complaint effectively, please provide:

• Your name & contact details (email, phone, address).
  
• A clear description of the issue.
  
• Relevant project details (if applicable).
  
• Supporting evidence (emails, drawings, or other relevant documents).
  
• Desired resolution (how you would like us to address the issue).
  

Stage Action Timeframe:

1. Acknowledgement We acknowledge receipt of your complaint. Within 3 working days

2. Investigation We review your complaint, gather relevant information, and may contact you for further details. Within 10 working days

3. Response We provide a formal response outlining our findings and proposed resolution. Within 15 working days

4. Further Review (if required) If you are unsatisfied, you can request further review. Additional 10 working days

If a complex issue requires more time, we will inform you of the revised timeline and next steps.

If your complaint is upheld, we will take corrective action (e.g., revising work, issuing an apology, or offering a goodwill gesture).

If your complaint is not upheld, we will explain our reasoning and suggest alternative solutions where possible.

If you are still dissatisfied, you may escalate the matter to a relevant external body (see Section 6).

If your complaint remains unresolved, you may seek advice or escalate the matter to an industry body or regulatory authority, depending on the nature of the complaint. Potential avenues include:

• The Landscape Institute (for professional conduct complaints).
  
• Trading Standards (for service-related disputes).
  
• The Information Commissioner’s Office (ICO) (for data protection concerns).
  

We log and review complaints regularly to identify areas for improvement. Your feedback helps us refine our services and enhance client satisfaction.

Effective Date: January 1st 2025

Next Review Date: January 1st 2026