Complaints Procedure — Gardeners Dalston and Local Gardening Services

Introduction: This complaints procedure explains how Gardeners Dalston and associated Dalston gardening companies handle concerns about gardening work, workmanship, safety or service delivery. It applies to domestic and small commercial clients served by our local gardening teams and covers the steps we take to acknowledge, investigate and resolve complaints fairly and promptly. The aim is to restore confidence, correct issues and learn from every concern raised.

Scope and purpose: This statement sets out the scope of complaints we can consider, the expected timings for responses and the roles responsible for investigation. We aim to be transparent about what constitutes a complaint — examples include unsatisfactory workmanship, missed appointments, damage to property, or failure to follow agreed instructions. Routine service queries are handled separately from formal complaints.

How to raise a concern: Customers should raise complaints in writing where possible, including a clear description of the issue, dates, and any relevant photographs or documents. If written communication is not possible, an oral account can be submitted and will be recorded. We prioritise clarity; please state whether you are seeking remediation, a refund, or simply a formal acknowledgement.

Initial acknowledgement and timeframe: On receipt we will acknowledge your complaint within 3 working days. An initial assessment will identify whether the matter requires urgent action (for example, a live safety risk or major property damage). For typical service complaints, we aim to provide a substantive update within 10 working days, and a final response within 20 working days wherever possible.

Investigation process: Complaints are investigated by a designated complaints handler or senior member of the gardening team who was not directly involved in the work where practical. We will review relevant records, speak to staff and, where necessary, arrange a site visit to inspect the work. The investigation will document findings and propose fair remedies if shortfalls are identified.

Remedies and outcomes: Possible outcomes include one or more of the following

• Re-performance of defective or incomplete work.
• Reasonable compensation or price adjustment where appropriate.
• Written apology and explanation of corrective steps.
• Agreed plan to prevent recurrence, including staff training or revised processes.

We aim to select a remedy that is proportionate, practical and consistent with the nature of the complaint.

Escalation: If the complainant is not satisfied with the proposed outcome they may request escalation. An internal review will be conducted by a senior manager who was not part of the original decision. This review will consider the original findings, any additional evidence supplied and the suitability of the remedy. We will provide the results of the escalation review in writing and explain any further steps that can be taken.

Record keeping and confidentiality: All complaints and investigation records are retained in accordance with our records policy to ensure continuity and learning. Records include correspondence, investigation notes, photographic evidence and corrective actions. Personal data is handled securely and only shared internally on a need-to-know basis. We will not publish details of individual complaints; summaries used for improvement will be anonymised.

Continuous improvement: Complaints inform quality and training programmes for our gardeners and support staff. We regularly review complaint themes to identify systemic issues and update operational procedures to prevent repetition. Where repeat problems occur, we commit to a root-cause analysis and a timeline for implementing changes.

Timescales and expectations: While we strive to reach timely resolutions, some complaints require extended investigation — for example where multiple trades are involved, or where independent technical advice is needed. We will notify complainants of any delays and provide regular progress updates. If a complainant withdraws their complaint at any stage, the file will be closed and retained in line with retention policies.

Fairness and impartiality: The complaints procedure is applied consistently and without prejudice. We expect complainants to act reasonably and to provide necessary information to allow investigation. Likewise, our staff will be treated fairly and given the opportunity to respond to allegations. Both parties may submit evidence for consideration during the review.

Review of the procedure: This complaints process is reviewed periodically to ensure clarity, legal compliance and effectiveness in improving service delivery. Any significant changes will be reflected in updated internal guidance for our gardening teams. By maintaining a clear, accessible complaints procedure we commit to ongoing improvement and client satisfaction across our gardening services in the area.