Complaints Procedure — Gardeners Golders Green

This Complaints Procedure sets out how Gardeners Golders Green and its team of garden professionals respond to concerns about workmanship, scheduling and safety. It provides a clear route for raising issues about our garden services while ensuring that complaints are handled fairly, consistently and promptly. The policy applies to all staff, subcontractors and partners who deliver horticultural services for the company, whether for small domestic gardens or larger maintenance contracts.

Its primary purpose is to protect customer rights, restore confidence and reduce recurrence by capturing lessons learned. We commit to transparent handling of matters, to improving standards across our gardening operations and to treating all complaints seriously. This procedure describes how matters are logged, investigated and resolved, and how corrective actions are recorded and reviewed for continuous improvement.

Who may make a complaint? Any person who has engaged our services, or a representative authorised to act on their behalf, may submit a complaint about any aspect of the service provided. Typical concerns include the quality of work performed by Golders Green gardeners, missed appointments, billing queries, damage to property, or health and safety risks observed during a visit. All complaints are treated equally, whether they relate to routine garden maintenance or more specialised landscaping activity.

How to make a complaint

To assist a timely response, complainants should provide a clear description of the issue, relevant dates, the address or general location where the service was provided, and any supporting photographs or documents. Please specify the outcome you are seeking and include the name of the operative or team where known. Collecting evidence at the earliest opportunity helps speed resolution; however, lack of documentation will not prevent us from investigating where practical.

On receipt we will log and acknowledge the complaint within a prompt timescale, and an officer will be allocated to manage the case. The acknowledgement will set out the expected sequence of events, an initial timescale for the investigation and a contact title for further enquiries. We may ask for additional information or access to the site to verify the facts and assess any remedial work required.

Our investigation is thorough, impartial and proportionate to the severity of the issue. Investigative steps may include reviewing records, interviewing crew members, inspecting the site, and comparing the service delivered against the contract or agreed scope. Where appropriate we will consult any specialist advisors to confirm whether industry standards were met and to recommend corrective measures for Gardeners in Golders Green or visiting teams.

• Log the complaint date, category and urgency
• Gather photographs, work schedules and any written material
• Interview staff involved and obtain witness statements
• Inspect the site and quantify any damage or defects
• Propose and document remedial action or compensation where justified

Decision and remedies

Following investigation we will provide a written outcome explaining findings, the rationale for decisions and any remedy that will be offered. Remedies may include redoing deficient work, offering a partial refund, agreeing a schedule for corrective repairs, or other practical actions to restore service quality. Where the complaint is not upheld we will outline the reasons and reference any relevant contractual or technical standards that support the decision.

All outcomes are recorded and used to inform staff training and operational improvements. Records are stored securely in line with data-retention principles and privacy obligations. Personal information is treated confidentially and only disclosed on a need-to-know basis to those involved in the investigation or to lawful third-party advisers.

Appeals and escalation: If the complainant remains dissatisfied with the outcome, they may request an internal review. Appeals will be considered by a senior manager not previously involved in the case. Appeals should set out the grounds for review and any new evidence. We aim to conduct reviews promptly and to communicate internal appeal outcomes clearly and in writing.

When internal avenues are exhausted, complainants may pursue independent resolution through an appropriate third-party scheme or statutory body where available. We will explain the external options applicable to the subject matter at the conclusion of the internal process. Please note that pursuing a complaint in good faith will not result in any adverse treatment by our teams; we maintain a strict policy of no reprisals.

Management and staff responsibilities: Managers, supervisors and those deploying Golders Green gardeners must ensure that staff understand this complaints procedure and receive regular training on complaint handling, customer care and record-keeping. Supervisory checks, audits and corrective-action tracking are used to monitor compliance with this policy. Complaint trends are analysed to drive improvements in scheduling, workmanship and client communication across our garden services.

Monitoring and review: This procedure is reviewed periodically to reflect changing legal obligations, best-practice standards and operational learning. We will update our approach where necessary and ensure that changes are communicated internally. The company keeps a central register of complaints, remedial actions and outstanding items to ensure transparency and accountability in resolving recurring issues.

Scope and limitations: This policy covers complaints about service delivery and conduct; it does not replace statutory or contractual dispute mechanisms but complements them by offering an accessible internal route to resolution. Where contractual terms prescribe a particular remedy or dispute forum, that framework will apply alongside this procedure as appropriate.

Final note: The goal of this Complaints Procedure is to deliver fair, prompt and proportionate outcomes for anyone using the services of Gardeners Golders Green and related teams. By providing a structured, documented process we aim to maintain high standards of service, protect client interests and continually improve the quality of garden services Golders Green customers receive.