Complaints Procedure for Gardeners Addiscombe

Purpose and scope. This Complaints Procedure explains how Gardeners Addiscombe and related gardening teams handle concerns about garden maintenance and service delivery. It applies to all routine and contracted garden work undertaken by our grounds and planting crews, landscape operatives and subcontracted teams within our service area. The policy is intended to be clear, proportionate and fair, enabling swift resolution of matters that may arise during planting, pruning, turfing, hedge work, or seasonal maintenance. If you believe work has fallen below agreed standards, this procedure sets out the steps we will take to investigate and resolve the issue, and the timescales we aim to meet. Please note this is an internal complaints process, not a consumer rights statement.

Scope covers complaints about workmanship, delays, safety concerns, site cleanliness and contractor behaviour. It does not cover unsolicited disputes over personal preferences for planting choices or purely aesthetic differences where specifications were confirmed in writing. Where work was agreed in writing, the contract and the specification will form the primary reference when investigating a complaint. Throughout, we use the phrase Addiscombe gardeners to refer to our local teams and the phrase gardeners in Addiscombe to describe individual operatives providing services.

Principles. Our handling of complaints follows these principles:

• Proportionality: responses match the nature and severity of the complaint.
• Impartiality: investigations are unbiased and documented.
• Timeliness: clear deadlines are set and communicated.
• Continuous improvement: outcomes inform service improvements for our Addiscombe gardening company operations.

To begin a formal complaint, raise the concern in writing to the project manager or the supervising gardener recorded on your job paperwork. Provide a concise description of the issue, relevant dates, and any supporting photos or documents. Where possible, reference the original work order or specification. Where a verbal exchange has already occurred, note dates and the names of staff involved so the investigation team can follow up. Complaints raised verbally will be logged, but submitting written details expedites our review and helps protect both parties.

Initial acknowledgement and assessment. On receipt of a written complaint we will acknowledge it within five working days. The initial assessment determines whether the matter can be resolved informally or requires a formal investigation. Routine remedial actions (for example minor re-cuts, re-mowing, or re-planting small areas) may be scheduled immediately where safety and access allow. For more complex matters the complaint will be escalated and assigned to an investigator who was not directly involved in the original work.

During assessment we gather information such as site photos, job sheets, material receipts and statements from the operative(s) involved. We may arrange a site visit to inspect the work and confirm whether the service delivered aligns with the agreed specification. Decisions focus on facts, contract terms and horticultural standards rather than on subjective tastes. If a dispute over specification exists, the original agreement or written estimate governs the resolution.

The investigator will prepare a written summary of findings and proposed outcome. Typical outcomes include:

• Correction of the work at no additional cost.
• Partial financial adjustment for verifiable loss or expense.
• Advice on acceptable horticultural remedies and timelines.
• Where appropriate, confirmation that work met contractual standards.

All outcomes are recorded and held on file for a minimum period consistent with our record-keeping policy. Where remedial work is agreed, dates and responsible operatives are confirmed in writing before work proceeds.

Timescales. Our target is to resolve straightforward complaints within 10 working days following receipt. More complex complaints that require site testing, specialist horticultural advice or additional evidence may take up to 30 working days. If an investigation requires longer, we will notify the complainant of the reasons for delay and provide regular updates until a resolution is reached. This approach applies equally across all services provided by our gardeners and landscaping teams.

Escalation and independent review. If a complainant is not satisfied with the outcome from the initial investigator they may request an internal escalation. An escalation involves review by a senior manager or a different senior horticultural specialist. Where appropriate and agreed by both parties, an independent arbitration or inspection by an accredited external specialist can be arranged to provide a final technical assessment. The decision of an independent technical inspector will be documented and used to inform the final internal outcome.

Record keeping and confidentiality: all complaint records, investigation notes and outcomes are retained securely, used only for the purposes of resolution and service improvement, and accessed on a need-to-know basis. We treat personal data in accordance with applicable data protection standards. Records help prevent recurrence and form part of our quality assurance for garden maintenance in Addiscombe and adjoining service zones.

Learning and service improvement: outcomes from complaints are reviewed periodically to identify trends and training needs among our gardening crews. Corrective actions may include additional training, changes to scheduling, alterations to planting specifications, or revised site procedures. These improvements help raise standards across our team of Addiscombe gardeners and subcontract partners.

Final note: our objective is to resolve concerns fairly and promptly while maintaining horticultural standards and safety. We welcome clear, factual reports of any issue so we can respond effectively and minimise disruption to gardens and outdoor spaces. Consistent application of this complaints procedure helps ensure a reliable service experience for all clients using our gardening services.