Complaints Procedure for Gardening Services Maida Vale

At Gardening Services Maida Vale we take concerns seriously. This Complaints Procedure sets out how anyone receiving garden maintenance, planting, landscaping or horticultural support can raise an issue, how we will handle it and what outcomes to expect. The aim is to resolve concerns impartially, promptly and fairly while preserving customer confidentiality and the professional standards of our Maida Vale gardening teams.

Who can complain and what matters are covered

Anyone receiving a paid gardening service in the Maida Vale area may use this procedure to report issues about the work carried out, timing, quality, safety, damage to property or behaviour of personnel. We do not cover contractual or third-party disputes that are already subject to separate legal proceedings, but we will record such notifications and advise on internal escalation where appropriate. Complaints may be made by the client, an authorised representative, or a property manager acting on behalf of the client.

How to make a complaint

To start the formal complaints process please provide a clear account of the issue. You should include dates, locations, a description of the problem and any steps you have already taken to resolve it. We accept complaints raised verbally during an appointment or by written statement. When making a complaint:

• State the issue clearly and include any relevant appointment references or job numbers.
• Identify any witnesses or provide photographs where relevant.
• State the outcome you seek so we can consider appropriate remedies.

Acknowledgement and initial response

We will acknowledge receipt of your complaint and confirm who will handle it. Our standard acknowledgement period is within five working days. During this time we will verify the details, confirm any immediate safety steps, and record the complaint in our central complaints register. Initial responses may include arranging an inspection of the site, reviewing the original work order, and speaking with the operative(s) who attended. If additional time is required for complex matters, we will inform you and provide an estimated timetable.

Investigation and review

Investigations are conducted by a manager not involved in the original work where possible. This ensures independence and fairness. The investigation will normally include:

• Review of job documentation, photos and risk assessments.
• Interviews with staff who attended the site.
• Site re-inspection when necessary to verify work quality or damage claims.

Decision, remedies and communication

After investigation we will provide a written decision setting out findings and proposed remedies. Remedies may include remedial work at our expense, an apology, a partial refund, or an explanation where no fault is found. We will record the decision and the rationale. If you disagree with the decision you may request a review; this will be handled by a senior manager who was not involved in the original investigation.

Escalation: where internal review does not resolve the dispute, we will advise on appropriate external channels for independent review such as industry arbitration or a recognised ombudsman relevant to garden services. We will not, however, provide legal advice nor specific contact details as part of this document.

Timescales and record keeping

We aim to resolve routine complaints within 15 working days of acknowledgement. Complex cases may take longer; in such events we will provide periodic updates. All complaints are logged and retained for a period consistent with our record retention policy to enable service improvement and compliance reviews. Records include the complaint, investigation notes, communications, and outcome.

Confidentiality and data handling

We treat complaint information as confidential and use it solely for investigation, service improvement and training. Personal data is processed in accordance with statutory requirements; only staff directly involved in the investigation will have access to case files. Any photographic evidence or sensitive material provided will be handled securely and deleted or archived in line with our retention practices once the case is closed.

Continuous improvement: complaints are also used as learning opportunities. Themes and trends are reviewed in our management meetings and staff training to prevent recurrence. Our goal is to deliver reliable, high-quality gardening services across Maida Vale and to ensure that concerns are handled respectfully and effectively.

Final notes

This Complaints Procedure is designed to be fair, transparent and accessible. If you choose to raise a concern, expect courteous handling, documented investigation and a clear outcome. Please keep records of communications and any relevant evidence to support a swift resolution. We remain committed to addressing issues in a timely manner and to maintaining the professional standards that our clients expect.