Complaints Procedure for Gardening Services Camberwell

This complaints procedure sets out how our Gardening Services Camberwell team will handle concerns and complaints relating to any horticultural work, garden maintenance or landscape service we provide. It explains the steps we take to respond promptly and fairly, the information we need from customers, and how outcomes are reached. Our aim is to resolve issues efficiently while maintaining professional standards across all Camberwell gardening services and related garden care work.

Scope and purpose: The procedure applies to all service calls, scheduled maintenance visits, one-off garden projects and seasonal work carried out by the gardening company in the Camberwell area and nearby service zones. It is intended to provide a clear, accessible route for raising concerns about workmanship, scheduling, staff conduct or unmet service expectations without needing formal legal action.

What counts as a complaint? A complaint is any expression of dissatisfaction about our service, including incomplete work, missed visits, damage to property attributable to our team, or unacceptable conduct. Minor service clarifications are handled informally; where a customer requests an official review, the matter will be treated as a formal complaint and logged. Examples include but are not limited to:

• Workmanship concerns — pruning, turfing, planting or hard landscaping not meeting the agreed specification;
• Service delivery — missed appointments, incorrect invoicing or failure to follow a maintenance schedule;
• Property issues — damage to fences, paving, irrigation systems or plant loss directly linked to our work.

How to make a complaint

To help us investigate quickly, please provide a clear description of the problem, the date(s) of the service, and any supporting photos or notes. While we do not require formal contact details on this policy page, customers should be prepared to give their job reference and location when requesting a review. Our internal process values transparency and aims to keep the steps simple:

Key information to include when raising an issue:

• Job reference or booking date;
• Brief description of the concern and what outcome you seek;
• Photographic evidence where appropriate and any prior notes or receipts.

Initial response and investigation

On receipt of a formal complaint, our gardening company will acknowledge it quickly and begin an investigation. We aim to send an acknowledgement within three working days and to complete the main investigation within 15 working days where possible. During the investigation we may:

• Review work orders and site records. • Speak with the staff who attended the site. • Arrange a site visit to inspect any alleged defects. Our goal is to be thorough while keeping disruption to the customer minimal.

Resolution and remedies

Following investigation, we will propose a resolution based on the facts and the original service agreement. Remedies may include redoing the affected work, agreeing a partial refund, offering a discount on future maintenance, or providing a remedial action plan for ongoing issues. All proposed remedies are subject to feasibility and proportionality; the company will not accept liability for pre-existing conditions or issues outside the agreed scope.

Decisions will be documented and explained in plain language. If the proposed resolution requires additional work, timescales will be provided and monitored. We prioritise safety and the long-term health of plantings when any remedial action is taken.

If the customer is satisfied with the resolution, the complaint will be closed and records retained to inform continuous improvement.

Escalation and independent review If a customer considers the outcome unsatisfactory, they may ask for an internal review by a senior manager not previously involved in the case. We will provide a formal response to an escalation within an agreed timeframe, typically within 10 working days of the escalation request. Where appropriate and by mutual agreement, matters can also be referred to an independent trade arbitrator or industry ombudsman for an impartial assessment.

The escalation path is intended to be fair and proportionate: we will review the original decision, any new evidence, and the steps already taken to resolve the complaint. The company undertakes to treat all parties with respect and to handle disputes without undue delay.

Record keeping, confidentiality and learning — All complaints are recorded and retained for a reasonable period to ensure compliance with regulatory requirements and to help drive service improvement. Personal information provided during a complaint is handled in accordance with data protection principles: it is used only for the purpose of resolving the complaint and is stored securely. Lessons learned from complaints are reviewed periodically and used to update processes, staff training and quality controls across our range of garden maintenance Camberwell and landscaping services.

Final commitment: We are committed to addressing concerns professionally and constructively. Our gardening and maintenance teams value the opportunity to resolve issues and to restore customer confidence in our care of outdoor spaces. This complaints procedure is part of that commitment to high standards across Camberwell gardening services and related groundskeeping operations.

By following the steps above, we seek to resolve problems quickly, fairly and transparently while maintaining the safety and long-term health of gardens and grounds under our care. The procedure is reviewed and updated periodically to ensure it remains effective and aligned with best practice.

Note: This policy is descriptive of our internal complaints handling and does not replace statutory rights. Where a dispute requires external legal or regulatory action, parties should consider independent advice.