Complaints Procedure for Garden Maintenance Turnham Green

Our aim is to provide a consistent, professional service for all aspects of garden maintenance in Turnham Green and nearby areas. This procedure explains how clients can raise concerns about the quality, conduct or delivery of our garden care services and how we respond. We treat every complaint seriously and use each as an opportunity to improve the standards of our maintenance work. This page outlines the principles, steps and expected timescales so customers understand how an issue will be handled.

We operate on the basis of transparency and fairness. Garden Maintenance Turnham Green complaints are logged, investigated and resolved by trained staff who are independent of the team that delivered the work where possible. Our promise is to acknowledge complaints promptly, keep complainants informed, and deliver a clear outcome. Confidentiality is respected throughout the process and records are retained only for legitimate business and quality-improvement purposes.

Anyone wishing to raise a concern should provide: the nature of the complaint, the date(s) of service, the team or operative involved (if known), and any supporting details such as photographs or property access notes. We recommend a clear description to help speed up our response. Complaints related to safety or damage will be prioritised. Minor service concerns such as missed cuts or trimming preferences are usually resolved at the first contact; more complex disputes may require a formal review.

Stage 1 —

Informal resolution

: Wherever possible, we encourage clients to speak directly with the gardener or crew lead on site so simple issues can be resolved immediately. Many matters can be remedied with a follow-up visit or an agreed adjustment to the maintenance schedule. If an on-site discussion is not possible or if the initial contact does not resolve the matter, the complaint should be escalated to our office team for a formal response.

Stage 2 —

Formal complaint and investigation

: When a complaint is escalated, it will be logged and investigated by a designated complaints officer. The process includes reviewing job notes, photos and any site records, interviewing staff involved, and, where appropriate, arranging a site inspection. We aim to complete the initial investigation within 14 calendar days of receiving full details, though complex cases may take longer. An interim update will be provided if the investigation requires additional time.

Stage 3 —

Outcome and remedies

: After investigation we will communicate the outcome and, where justified, offer remedies. Remedies may include a repeat visit, partial or full re-performance of maintenance tasks, a credit against future service, or another mutually agreed action. Remedies are selected to put things right and to restore confidence in our garden maintenance services. All outcomes are recorded and used to improve team training and operational procedures.

Complaints are considered with fairness and, where appropriate, we will apply preventive measures to avoid recurrence. Typical steps we may take include revising work plans, clarifying customer preferences in job sheets, or retraining staff in horticultural techniques and customer care. A complaint may also lead to internal audits of scheduling, equipment use and quality checks to uphold consistent standards for Turnham Green garden maintenance.

The following list explains what to expect when you submit a formal complaint:

• Prompt acknowledgement within 3 working days,
• An initial investigation period of up to 14 days,
• A written outcome with any proposed remedy.

If a client remains dissatisfied after the formal outcome, we offer an internal review by a senior manager who was not involved in the original decision. This review considers newly presented information and confirms whether the outcome and remedy were appropriate. The aim of the review is to be independent and impartial; where further action is warranted, it will be taken and recorded. Please note this internal review is the final stage within the company process.

Record keeping and quality improvement: We maintain a secure complaints log to track issues, analysis and lessons learned. This log supports continuous improvement across our garden maintenance teams and helps the business identify recurring themes—for example, seasonal workload impacts or horticultural technique gaps. Data retention follows standard business practice and is used only to improve service delivery and compliance with internal policies.

Accessibility and support: We aim to make the complaints process accessible to all clients. If someone needs assistance to submit a complaint, alternative formats or reasonable adjustments will be considered. We will also make clear the anticipated timescale and provide progress updates until the matter is resolved.

Final note: Our objective is to deliver high-quality maintenance services across the area while resolving any concerns efficiently and respectfully. These procedures apply to all aspects of our garden care and maintenance activity, ensuring that complaints about garden maintenance services in Turnham Green are handled consistently and professionally. By following this process we commit to learning from every complaint and improving the service experience for all clients.