Complaints Procedure for Garden Maintenance Shepherds Bush

Introduction: This complaints procedure explains how we handle concerns about Garden Maintenance Shepherds Bush and related gardening activities across our service area. It sets out the stages of a complaint, the timescales we aim to meet, and the options available if you remain dissatisfied after our response. The aim is to resolve issues fairly, quickly and transparently while learning from each case to improve our garden upkeep in the area.

Scope and purpose

Our policy applies to any service provided by our Shepherds Bush garden maintenance teams, including routine pruning, lawn care, planting and seasonal tidy-ups. It covers matters such as missed visits, work quality, safety concerns and damage to property. Please note this document is a legal-style policy and does not provide operational instructions or detailed gardening guides.

Making a complaint

If you wish to raise a concern about garden maintenance in Shepherds Bush, please set out the nature of the complaint and any relevant dates or photographs. We record every complaint and confirm receipt. We will acknowledge your complaint within three working days, summarising the next steps and expected timescales. Early notification helps us investigate while details are fresh and any on-site issues can be checked promptly.

Stage 1 — Initial review: On receipt we assign the complaint to a member of our team who was not directly involved in the work where practical. They will review job records, visit notes and photographs, and may contact the operative who provided the service. This stage is an informal review intended to identify whether a straightforward remedy can be offered, such as a corrective visit or adjustment to a planned task.

Stage 2 — Investigation: If the issue cannot be resolved at the initial review, we will carry out a fuller investigation. That may involve a site visit by a supervisor, a technical assessment of affected plants or structures, and interviews with staff involved. The investigation will consider whether work met agreed standards and whether environmental or seasonal factors affected outcomes.

Typical timescales: We aim to complete the initial review within 10 working days and a full investigation within 20 working days. Where a site visit is required, we will propose dates and keep you informed. If we need longer due to complexity, we will explain why and provide a revised completion date.

Resolution options

Possible outcomes include: a re-visit to make good any defective work, partial or full re-performance of the service, appropriate reimbursement, or a goodwill gesture in proportion to the circumstances. We will record the agreed remedy and who is responsible for action. Our focus is on putting the situation right quickly and ensuring future services meet expected standards.

Escalation: If you remain unsatisfied after the formal response, the complaint may be escalated to senior management for independent review. The escalation will be handled by a director or senior manager who has not been involved in the original investigation and who will review the case and any proposed remedies. That review will be concluded within a further 15 working days unless otherwise agreed.

Records and confidentiality: We keep a confidential file for each complaint, recording actions taken, documents reviewed and the resolution. Information will only be shared internally or with third parties where necessary for the investigation or remedy, and in line with data protection principles.

What we expect from customers

To investigate effectively we ask customers to provide clear information including dates, photographs and any relevant instructions given at the time of work. While we will always treat complaints seriously, we also expect interactions to be respectful and proportionate. Unreasonable behaviour may result in limits on communication while we focus on resolving the issue.

Appeals and independent review: If after internal escalation you are still dissatisfied you may request that an independent reviewer examine the file. We will provide a copy of the investigation file to the independent reviewer subject to legal constraints and privacy considerations. The reviewer’s recommendation will be advisory; we will respond to their recommendation within 10 working days of receipt.

Continuous improvement: All substantiated complaints are logged and analysed to identify patterns and training needs for our gardening teams and supervisors. Lessons learned influence quality checks, site supervision and staff training so that similar issues are less likely to recur. We publish anonymised trends internally to promote continuous improvement in our Shepherds Bush gardening services.

Further notes: For disputes concerning contractual terms, warranties or insurance claims, we will liaise with the relevant parties and follow contractual processes where applicable. Our procedure does not replace statutory rights; customers retain any rights under consumer protection legislation.

Accessibility and support: We provide assistance for customers who need help to make a complaint, including clear written explanations and reasonable adjustments for disability-related requirements. Please let us know about any support needs as early as possible so they can be accommodated during the review process.

Closure: Once a complaint has been resolved we will confirm the outcome in writing and close the file. If the resolution includes remedial work, we will schedule that work and confirm completion. Each closure is followed by a review to ensure the remedy was effective and to update our quality procedures for future garden upkeep in Shepherds Bush and the surrounding service area.