Complaints Procedure for Garden Maintenance Kensington

Purpose: This complaints procedure sets out how our garden maintenance Kensington team handles concerns about work quality, scheduling, health and safety or customer service. It applies to all aspects of our gardening services and garden upkeep in Kensington and covers gardening company activities, regardless of the size of the job. The aim is to resolve issues fairly, promptly and transparently while learning from each case to improve future Kensington garden care delivery.

Scope and principles

Scope: This procedure covers complaints from residential and commercial clients about maintenance, planting, pruning, turfing, waste removal and related services. We operate with the following principles: accessibility, impartiality, confidentiality and continuous improvement. We treat all concerns seriously and ensure they are investigated without delay.

How to raise a concern

If you wish to raise a complaint about our gardening services Kensington, please provide a clear summary of the issue, including where possible dates, locations and photographs. While this document does not include direct contact details, complaints are expected to be submitted through the channels you were provided at the time of engagement. When reporting, please state whether you want the matter treated as formal or informal; either will be acknowledged and acted upon.

What information helps us investigate

• Project or job reference (if available).
• Date and time when the issue occurred or was first noticed.
• Clear description of the problem, including steps already taken to resolve it.
• Photographs or other supporting material to illustrate the concern.

Acknowledgement and timescales

We aim to acknowledge receipt of all complaints within 3 working days. A preliminary assessment will determine whether immediate remedial action is required. Typical timescales are:

• Acknowledgement: within 3 working days.
• Initial assessment and assignment to an investigator: within 5 working days.
• Full response or interim update: within 15 working days from acknowledgment.

Where an investigation requires site visits, third-party specialist input or seasonal delays, we will provide interim updates and a revised expected date for resolution. These timeframes are intended as targets rather than statutory deadlines.

Investigation process

On receipt, the complaint is logged and allocated to a trained member of staff who is independent of the original service delivery where feasible. The investigator will gather relevant information, which may include: site inspection notes, photographs, team timesheets, safety records and any prior communications. Interviews with onsite operatives or subcontractors may take place to establish facts. We maintain confidentiality throughout the process and only share information with those directly involved in resolving the issue.

Assessment and decision

After a full review, a decision will be reached about whether the complaint is upheld, partially upheld or not upheld. Outcomes may include remedial work, replacement of plants, repeat visits, discounts on future services or an apology where service standards have fallen short. We avoid promises of compensation that are disproportionate to the complaint; instead, remedies focus on putting things right and preventing recurrence.

Escalation and review

If you are not satisfied with the initial decision, you may request an internal escalation to senior management for review. Escalation requests should outline why the initial outcome is considered insufficient and what further resolution is sought. An internal review will be conducted by a senior manager who was not involved in the original investigation. In the event that both parties agree, an independent mediator or industry ombudsman may be requested to assist; access to external dispute resolution is available subject to mutual agreement and the nature of the dispute.

Recording, confidentiality and data handling

All complaints and associated records are retained in accordance with our data handling policies. Records include the original complaint, investigation notes, decisions, remedial actions and correspondence. Personal data is handled securely and used only for the purposes of investigation and quality improvement. We treat sensitive details with care and limit access to those directly involved in the resolution.

Learning and continuous improvement

Please note that every complaint is also a source of improvement for our garden upkeep in Kensington and wider service areas. Findings from investigations are used to adapt training, refine risk assessments, adjust operational procedures and update client communications. Records of trends and repeat issues help us identify systemic problems and target resources where they will reduce future complaints.

Final notes

Closing the complaint: Once a resolution has been agreed and any remedial work completed, the case will be formally closed and a summary of actions recorded. We encourage clients to let us know if they feel a resolution is incomplete within a short period after closure so that any residual issues can be addressed. Our commitment is to fair, timely and transparent handling of concerns raised about our Kensington gardening company services and related horticultural work.