We appreciate the opportunity to listen to and learn from the feedback, including complaints
We welcome your feedback, comments and suggestions. Whether you’ve had a great experience at one of our gardens, shows or events, or think there’s something we could be doing better, please let us know.
Our commitment to you
We will:
- Have a complaints procedure that is clear and easy to use
- Resolve complaints promptly, fairly and consistently wherever possible
- Learn from complaints to help us improve what we do
- Handle complaints sensitively, telling only those who need to know and following all relevant data protection requirements
How to tell us about a complaint
If your complaint relates to membership or a visit to an RHS garden, show or event please follow the steps below.
If your complaint relates to RHS qualifications, go to RHS Qualifications customer service and complaints.
If you are an exhibitor or contractor at our shows or events please refer to your Exhibitor Manual, Contractor Manual or contract terms and conditions.
Step 1: Contact our Customer Care team or a team member at a garden, show or event:
If you have a complaint, it’s best if you can let us know straight away so that we can try to address the issue at the time. Most complaints can be sorted out quickly by a member of our team at the RHS Garden, RHS Show or event you’re visiting.
If you are not able to tell us at the time, then you can:
We will acknowledge your complaint as soon as we can or at the latest within two working days of receipt. Postal acknowledgements may take longer.
We aim to respond fully within 10 working days of receiving the complaint. If we are unable to respond within 10 working days, we will let you know why, update you on progress and tell you when you can expect to receive a response.
We aim to resolve the majority of complaints at this stage.
Step 2: Request further investigation:
If you are not happy with our response, you can get back in touch with us through the contact details above and your complaint will be passed onto a more senior member of staff.
Your complaint will be investigated by a more senior member of staff, and we aim to respond to you in writing within 10 working days. If we are unable to respond within 10 working days, we will let you know why, update you on progress and tell you when you can expect to receive a response.
Step 3: Request the complaint is referred to our Director General:
If you are not happy with the response from step 2, please request the complaint is referred to our RHS Director General in writing explaining the reason why via the contact details above. The RHS Director General will ensure you receive a response to your case.
We will review your complaint, and we aim to respond to you in writing within 10 working days. If we are unable to respond within 10 working days, we will let you know why, update you on progress and tell you when you can expect to receive a response.
Step 4: Request the complaint is referred to our RHS President:
Finally, if for any reason your complaint is still unresolved, please request the complaint is referred to our RHS President in writing explaining the reason why via the contact details above.
Your complaint will be reviewed by the RHS President who will then have the option to make a final decision or to ask an RHS employee or members of the RHS Council to review the complaint on their behalf, prior to the RHS President making a decision. The RHS President will aim to send you their final decision in writing within 10 working days. If they are unable to respond within 10 working days, they will let you know why, update you on progress and tell you when you can expect to receive a response.
If your complaint refers to fundraising and you remain unhappy with our response you may contact the Fundraising Regulator.
You might also be interested in...
