Complaints Procedure for Gardening Services Parsons Green

Purpose and scope: This complaints procedure sets out how Gardening Services Parsons Green and related garden maintenance teams handle concerns, reports and disputes arising from work carried out on domestic and communal sites. It is designed to be clear, fair and proportionate so that customers and property managers can expect a consistent approach to resolving service issues without excessive delay. The policy applies to routine garden maintenance, planting, pruning, turfing, hedge work and associated landscape tasks delivered by the company across its service area.

Our approach is founded on the principles of accessibility, transparency and timely action. When a client raises a concern about any aspect of their gardening contract, the goal is to acknowledge the issue quickly, investigate it thoroughly and reach a fair outcome. Parsons Green gardening services expects its workforce to cooperate fully with investigations and to act professionally while preserving client privacy and site safety.

Who may complain and what we can investigate: Any customer receiving routine or one-off garden care may submit a complaint about workmanship, missed visits, damage to plants or property, billing discrepancies and contractor conduct. The procedure does not replace statutory consumer rights or insurance claims where third-party loss or damage needs formal assessment; it does, however, provide an internal route for remedial action, refunds or repeat visits where appropriate.

How to raise a concern

We encourage customers to raise concerns promptly and in writing where possible. A formal complaint should include the following elements so it can be logged and progressed without delay:

• Date and time when the issue was observed
• Location within the garden or property where the concern arose
• Details of the problem, including photographic evidence where available
• Desired outcome (for example, a repeat visit, repair or partial refund)

Acknowledgement and initial response

Upon receipt of a complaint the gardening team will acknowledge it within three working days. The acknowledgement will confirm the nature of the concern and outline the next steps, including an estimated timeframe for a full response. Where immediate safety or biosecurity risks are identified, an urgent site visit may be arranged.

Investigation process: Trained supervisors will review records, visit the site where necessary and interview the team members involved. Investigations aim to be proportionate and to gather enough evidence to determine what went wrong and why. If specialist input is needed — for example arboricultural advice or soil testing — the timescale for resolution may be extended and the complainant will be informed.

Possible outcomes and remedies: Resolutions may include a repeat visit to correct workmanship, a partial or full refund proportional to the loss, agreed remedial measures to protect plants and property, or an apology where service standards fell short. The company will not contractually accept liability for pre-existing plant health issues discovered after planting unless these were concealed or misrepresented at the time of sale.

Escalation and independent review: If a complainant is not satisfied with the outcome they may request an internal review by a senior manager. Where appropriate, the matter can be referred to an independent third party for mediation or arbitration. The company will cooperate with industry ombudsmen where jurisdiction applies and will abide by any binding decisions made by such bodies.

Timescales and monitoring: Typical target timescales are: acknowledgement within 3 working days, a substantive response within 10–15 working days, and a final position statement within 28 days unless further investigation is required. All complaints and outcomes are recorded and reviewed regularly as part of the quality assurance process so that recurring issues are identified and corrective measures implemented.

Confidentiality and data handling: All personal information gathered during a complaint is handled in accordance with applicable data protection principles. Complaint records are retained for a defined period to support warranty claims, training and continuous improvement activities, after which they are securely disposed of.

Continuous improvement: Complaints are treated as an opportunity to enhance service delivery. Findings from investigations inform team briefings, on-site supervision, scheduling practices and materials sourcing. Staff training and competency checks are scheduled in response to identified trends to reduce repeat issues and to uphold the standards expected of garden maintenance and landscaping work in the Parsons Green area.

Recording outcomes and remedies: At the conclusion of each complaint the client will receive a written record of the findings and any agreed remedial actions, along with a statement of any compensation or corrective works to be undertaken. The record clarifies responsibilities and confirms deadlines for completion.

Right to pursue other remedies: Using this complaints procedure does not prevent a customer from pursuing other statutory or contractual remedies if they remain unsatisfied with the internal outcome. The company will, however, expect complaints to be raised promptly so that issues can be investigated while evidence is fresh and before remedial action becomes impractical.

Summary statement: This complaints procedure for garden maintenance and landscaping services provides a structured, transparent and professional route for resolving disputes related to Parsons Green gardening services. It balances the interests of clients and operatives, emphasises timely resolution and seeks to turn complaints into constructive improvements to service quality.