Complaints Procedure for Gardening Services Brimsdown

This Complaints Procedure explains how clients of gardening services in Brimsdown and surrounding areas can raise concerns about work carried out by our gardening company. The purpose of this policy is to ensure every complaint is handled fairly, promptly and consistently. It applies to all aspects of garden maintenance, landscaping, hedge and tree work, and related services provided by the team. We aim to resolve matters informally where possible, but this document also describes formal steps when resolution is not immediate.

Anyone who receives or is affected by our grounds care and horticultural services may use this process. Typical issues include unsatisfactory workmanship, missed appointments, damage to property, or unmet service specifications. To help us act quickly, please be ready to provide a clear description of the issue, the address where the work was performed, the date of the service, and any photographs that illustrate the problem. Keeping accurate notes of conversations and visits speeds review and reduces misunderstandings.

Initial receipt of a concern will be acknowledged within two working days. Where a simple correction can be arranged — such as redoing a mowing strip, trimming a hedge that was missed, or repairing damage caused during work — we will propose a remedy promptly. If the complaint is more complex, it will be escalated to a designated complaints officer. The following steps outline what to expect:

• Step 1: Acknowledge receipt and confirm the details.
• Step 2: Investigate with site inspection or review of work records.
• Step 3: Propose a resolution and timescale.

How to Submit a Complaint

To submit a complaint about Brimsdown gardening services please provide a clear account of what went wrong and any supporting materials. Complaints should be raised as soon as possible after the incident so that evidence and recollections remain fresh. While we encourage verbal contact for quick fixes, formal complaints should include a written statement to ensure accurate capture of the facts. We will treat all complaints seriously and without prejudice.

Our investigation process is designed to be transparent. The assigned officer will review job sheets, staff assignments and any photographic records. Where appropriate, a site visit will be arranged. Typical investigation timelines are:

• Preliminary review: within 5 working days;
• Site assessment or contractor review: within 10 working days of acknowledgment;
• Proposed outcome or corrective action: within 20 working days of receipt.

During an investigation we will keep you informed of progress. If a site re-visit is necessary to correct the issue, we will agree scheduling options with you. Where external subcontractors are involved, we will liaise with them on your behalf. We recognise the importance of clear communication and aim for a collaborative approach to resolving garden maintenance disputes.

Resolution, Remedies and Escalation

We will propose one of the following outcomes when a complaint is upheld: a corrective visit to redo or repair the work, a partial refund or credit for future services, or a formal apology and explanation of how the issue occurred. All proposed remedies are considered in proportion to the issue raised. If the complaint is not upheld, we will explain the findings and the evidence considered. Where there is disagreement about the conclusion, you may request a review by a senior manager.

If your matter remains unresolved after the internal review, the procedure permits escalation for independent review where appropriate. This may involve referring technical points to a professional horticultural assessor or another impartial expert. While we strive to avoid external escalation, we respect the right of clients to seek independent opinion when significant disputes remain unresolved.

We maintain detailed records of all complaints and outcomes. These records are used to improve service delivery, staff training and operational procedures. The company treats complaint data in accordance with privacy expectations and retains records for a defined period in line with good practice. Confidentiality is respected for all parties involved, subject to lawful constraints. Our commitment is to learn from each complaint so that the quality of our gardening services across Brimsdown and nearby communities continues to improve.