Complaints Procedure for Garden Maintenance Catford
This Complaints Procedure explains how customers of our garden maintenance services can raise concerns about the quality or delivery of work. It applies to all routine and one-off gardening, lawn care, hedge management and landscape upkeep provided across our service area. Our aim is to resolve issues promptly, fairly and transparently while protecting the rights of both clients and service teams.
We set out here the scope of what constitutes a complaint, the stages of handling, typical timeframes, and the remedies we may offer. Not every dissatisfaction is a formal complaint; minor queries about scheduling or simple clarifications should first be raised with the assigned crew at the time of service. If the concern remains unresolved, customers may proceed with the formal complaint steps below.
Complaints may include, but are not limited to: unsatisfactory workmanship, missed appointments, failure to follow agreed instructions, damage to property arising from service delivery, or perceived breaches of health and safety standards. Please note that any claims related to health and safety will be prioritised and handled with additional care.
How to Raise a Concern
To begin the formal complaints process, provide a clear description of the problem, the date(s) of the service, and the desired outcome. Where relevant, include photographs or a short description of the part of the site affected. All complaints will be logged on receipt and assigned a unique reference for tracking and accountability. Keeping a clear record helps speed investigation and resolution.
On receipt of a complaint, we will acknowledge it in writing within a reasonable period, normally within five working days. The acknowledgement will confirm the complaint reference, details of the person responsible for handling the matter, and an estimated timeline for investigation. Where investigations are likely to take longer, we will provide periodic updates.
Our investigation will seek factual information from the crew or subcontractors involved, examine any photographic evidence, and, where necessary, arrange an inspection of the site to verify the problem. We commit to an impartial review and to offer a proportionate response based on the findings.
Stages of Investigation and Resolution
The typical stages of our complaints handling process are:
- Stage 1: Initial review and acknowledgement.
- Stage 2: Investigation, evidence gathering and site inspection where appropriate.
- Stage 3: Proposed resolution and offer of remedy, which may include rework, partial refund, or corrective measures.
- Stage 4: Appeal to a senior manager if the customer is not satisfied with the proposed outcome.
Resolution will be guided by proportionality and fairness. Where a mistake or shortfall is confirmed, we will propose corrective action in a timely manner. Where work needs to be revisited, scheduling will take into account safety, seasonality and the needs of other clients.
All decisions and agreed remedies will be recorded and communicated clearly. If agreement cannot be reached after the internal appeal stage, both parties may consider independent mediation or other external dispute resolution mechanisms, consistent with general consumer rights and contractual terms.
The following practices help ensure a robust and consistent approach:
- We maintain written records of each complaint, investigation notes and outcomes for a specified retention period.
- Staff receive regular training on complaint handling and customer care, emphasising courtesy and clear communication.
- Where subcontractors are involved, we will liaise with them to ensure a coordinated investigation and, if necessary, appropriate corrective action.
Timeframes: Acknowledgement within five working days; initial investigation and proposed response within 15-20 working days depending on complexity. For complex matters requiring third-party input, we will provide interim updates and an estimated revised timeline.
Confidentiality and data handling: Personal data submitted as part of a complaint will be processed in accordance with applicable data protection principles. Records are kept securely and access is restricted to those involved in the handling and resolution process.
Escalation and review: If a customer remains dissatisfied after the internal appeal, requests for further review will be considered and may be directed to a senior manager or director for independent re-evaluation. We aim to respond to escalation requests within ten working days and will outline any options for external resolution, where appropriate.
Remedies and outcomes can include: re-performing the work, offering a reasonable discount, or other corrective action proportionate to the issue. Refunds are considered where rework is not feasible or where contractual terms justify such action. All remedies will be documented and confirmed in writing.
Continuous improvement: Formal complaints are reviewed periodically to identify trends, training needs, and operational improvements. Lessons learned from complaints help inform staff training, service specifications and quality checks to reduce repeat issues.
Policy review: This complaints procedure is subject to periodic review and amendment to ensure it remains fair, effective and aligned with industry standards and statutory obligations related to landscaping and garden maintenance services.
Every effort will be made to resolve complaints in a way that is fair, timely and respectful to all parties. Our objective is to maintain high-quality garden maintenance and to learn from issues so service standards are continuously improved.