Complaints Procedure for Gardeners Wandsworth

This complaints procedure describes how Gardeners Wandsworth and associated gardening teams handle concerns about service delivery, workmanship and conduct. It applies to gardeners in Wandsworth and to anyone receiving a gardening service from our company across the service area. The aim is to ensure complaints are managed promptly, fairly and transparently. We treat every complaint seriously and use the outcome to improve service standards.

Scope and principles: Our approach is guided by accessibility, proportionality and impartiality. We record all complaints and maintain a clear audit trail. Where possible complaints will be resolved informally at first contact; more complex issues will enter a formal review. Key principles include timeliness, clarity and confidentiality.

How to raise a concern: Complaints can be made verbally or in writing. To help us investigate swiftly, please provide the following information where possible:

• your name and the property or site where the gardening work was carried out;
• date(s) and details of the issue, including photos if relevant;
• the name of the gardener or team involved, if known;
• any steps already taken to resolve the matter.

Initial response and acknowledgement

Upon receipt of a complaint our customer relations team will acknowledge it in writing or by electronic message within three working days. A named member of staff will act as the point of contact for the complaint and will explain the planned investigation process and likely timeframes. We aim to be transparent about the steps we are taking.

Investigation process: The investigator will gather relevant information, which may include site visit notes, job records, risk assessments, photographs and statements from the gardener(s) involved. Investigations are proportionate to the nature of the complaint; minor concerns may be resolved with remedial work, while more serious issues will require a full review. All investigative findings will be documented and retained according to our data retention policy.

Resolution and remedies: Possible outcomes include remedial works, an agreed discount or partial refund, revised scheduling, or an apology where appropriate. Remedies are offered when we identify a shortfall in service or workmanship. We will also recommend preventive actions to reduce recurrence, such as updated crew briefings or changes to on-site procedures.

Escalation and external review

Where the complainant remains dissatisfied after our formal response, the matter can be escalated internally to a senior manager for review. This escalation is reviewed independently from the original investigation to ensure impartiality. If internal review does not resolve the issue, parties may consider third-party mediation or alternative dispute resolution, depending on the nature of the dispute. We will outline these options without endorsing specific external providers.

Confidentiality and data handling: All complaint records are handled in accordance with applicable data protection principles. Personal information is used only for the purpose of resolving the complaint and improving services. Access to complaint files is restricted to relevant staff. Records will be retained for a period that balances operational needs and regulatory requirements; they will not be used for unsolicited marketing.

Learning and continuous improvement: Complaints are a vital source of learning for a gardening company. We review patterns and trends across complaints to identify training needs, procedural changes and quality improvements. Periodic internal reports summarise findings and actions taken to raise service standards, ensuring that issues are addressed systematically across all gardening teams operating in the area.

Timescales and expectations: Simple complaints are often resolved within 10 working days, while complex investigations may take longer. Where additional time is required we will inform the complainant and provide an updated timeframe. Our target is to reach a substantive reply within 20 working days for formal complaints, with clear explanations if further extension is needed.

Accessibility and support: The procedure is designed to be accessible. If a complainant needs assistance to make a complaint — for example support with language or mobility — we will take reasonable steps to help. We accept complaints from authorised representatives acting on behalf of a customer; written consent or confirmation may be requested to protect privacy and prevent misuse.

Record of changes: This policy may be reviewed periodically to reflect legislative changes, operational improvements or lessons learned from complaints. When updates are made a version history will be kept and the effective date noted. If you have any questions about how a complaint will be handled, please consult the relevant section above for detailed steps. Our commitment is to fair, prompt resolution and to continuous improvement of gardening services.