Complaints Procedure for Gardening Services Mill Hill

This Complaints Procedure explains how complaints about Gardening Services Mill Hill and associated garden maintenance are handled. The purpose of this policy is to set out a clear, fair and accessible process for clients, third parties and stakeholders to raise concerns about the work of the gardening company in Mill Hill and surrounding areas. It applies to all aspects of garden care, landscape maintenance, planting, pruning, hard landscaping and seasonal contracts supplied by the service provider.

Scope: This procedure covers complaints relating to the quality of work, missed appointments, safety issues, damage to property, behaviour of staff and any other contract-related matters. Terms used in this document include "complaint", meaning an expression of dissatisfaction; "complainant", meaning the person or organisation raising the issue; and "response", the formal statement resolving or addressing the complaint. The policy is intended for use by residential and commercial clients of Mill Hill gardening services.

How to raise a concern: Clients should present complaints promptly and in clear terms. Initial concerns may be raised verbally on site or by written note delivered to the contract manager. A written record will be requested where possible so that the company can acknowledge and record the concern formally. Complaints should include the nature of the issue, location, dates, and any relevant documentation or photos where available.

Acknowledgement and Initial Assessment

On receipt of a complaint the gardening company will acknowledge it in writing within five working days. The acknowledgement will confirm who is handling the complaint and set out the anticipated timetable for investigation. If the complaint is complex, the company will notify the complainant and provide a revised expected timeframe. A formal reference number will be assigned to every logged complaint for tracking purposes.

The initial assessment will identify whether the complaint can be resolved quickly by frontline staff, or whether a formal investigation is required. Frontline resolution aims to remedy straightforward issues within ten working days. Where immediate remedial work is necessary to prevent harm or further damage, the company may take action without waiting for the full investigation to conclude, provided such action is proportionate.

Investigation process: The investigator will gather relevant records including job sheets, photographs, staff notes, scheduling logs and supplier information. Interviews with operatives or subcontractors involved may be conducted. The objective is to establish the facts and determine whether work fell below the expected standard for garden maintenance in Mill Hill or whether contractual obligations were not met.

Decision, Remedies and Outcomes

Following the investigation a written outcome will be provided. Possible outcomes include: a finding that the complaint is upheld in whole or in part, resulting in remedial works, partial or full refunds, goodwill gestures, or revised procedures to prevent recurrence; or a finding that the complaint is not upheld, with explanation and evidence supporting that conclusion. Where remedial work is proposed, a clear timetable and scope will be provided.

Timeframes: The company aims to conclude standard investigations within 20 working days of acknowledgement. If the complaint is protracted or requires external specialist input, the complainant will be kept informed at regular intervals. Records will be retained in accordance with the company's data retention policy to ensure a documented audit trail of the complaint and its resolution.

Resolution options are set out in a transparent list to promote clarity:

• Remedial work to bring the garden to agreed standards;
• Financial adjustment such as a partial refund or credit where appropriate;
• Schedule changes to prevent recurrence, including changes to maintenance frequency;
• Additional training or supervision for staff where performance issues are identified.

Confidentiality and data handling: All complaints will be treated confidentially. Personal data collected during complaint handling will be processed only for purposes of investigation and resolution and stored securely. Information will be shared only with those directly involved in resolving the matter, including subcontractors when necessary to establish facts, and always in compliance with applicable data protection obligations.

Third parties and escalation: If a complaint involves third-party contractors or suppliers used by the gardening company, those parties will be engaged as necessary to investigate and remedy the issue. If a complainant remains dissatisfied after exhausting internal procedures they may request escalation to a senior manager within the organisation for further review.

Continuous improvement and final note: The company uses data from complaints to inform service improvements, staff training and operational changes. All complainants will receive a written outcome and a statement of any remedial actions taken or planned. This procedure is intended to ensure that concerns about garden services in Mill Hill and adjacent areas are handled fairly, promptly and transparently. Please note that this policy does not create additional contractual rights beyond those already contained in the service agreement, but serves as the company's formal mechanism for addressing and resolving issues.