Complaints Procedure for Gardener Seven Sisters

This Complaints Procedure sets out how Gardener Seven Sisters and affiliated gardening services handle concerns about our workmanship, behaviour, billing or service delivery. It explains the stages we follow, the expected timeframes and the rights customers have when they raise an issue. The aim is to resolve matters promptly and fairly while learning from each case to improve future service. This policy applies to all services provided by the gardening company and its operatives across our service area.

We encourage customers to raise concerns as soon as possible. An early conversation often clarifies misunderstandings and allows practical, immediate remedies such as re-attending a site to correct a planting or pruning issue. If an informal discussion does not resolve the matter, the formal complaint route described here should be used. This is intended to be accessible and straightforward for anyone using our Seven Sisters gardening services.

Scope: This procedure covers complaints about:

• quality of gardening or grounds maintenance;
• behaviour or conduct of our gardeners and staff;
• charges and invoicing discrepancies;
• missed appointments and scheduling problems;
• damage to property caused by our operations.

Matters outside this scope include matters subject to legal proceedings or third-party contractors not engaged by the gardening company.

When making a complaint, please include: the nature of the complaint, the location and date of the service, any relevant reference such as a job number, and the desired outcome. While we ask for contact details to keep you informed, complaints can be made in writing or verbally. We will record the complaint and confirm receipt within our published timescale.

Acknowledgement and initial assessment: Upon receipt we will acknowledge the complaint promptly and carry out an initial assessment to determine the best route to resolution. A responsible manager will be assigned to the case. Where an immediate remedy is possible and appropriate, such as arranging a revisit to correct a service issue, we will propose that first to minimize disruption.

All complaints are logged and assigned a reference. We prioritise cases that involve safety, significant property damage or potential regulatory issues. For non-urgent matters, we aim to provide an initial substantive response within 10 working days. If more time is needed, we will explain why and provide a revised date for resolution.

The investigation will include reviewing records, speaking with the gardener(s) involved and, when necessary, visiting the site. Evidence such as photographs, job sheets and witness accounts will be gathered. Decisions are based on the balance of probabilities and our documented operational standards for garden maintenance and landscaping.

Possible outcomes of an investigation include: an apology where appropriate, repeat works at no extra charge to remedy defects, partial or full adjustment of charges when billing errors are found, or a decision that the service delivered met contractual standards. We will communicate findings clearly, including the reasons and any remedial action offered.

Escalation: If a complainant remains dissatisfied with the response, the complaint can be escalated within the company to a senior manager who was not involved in the original investigation. The escalation will be reviewed independently and we will aim to provide a final internal response within a further 15 working days.

Record keeping and learning: All complaints and their resolutions are retained in our complaints register. Records are used to identify trends, assess training needs and drive continuous improvement across the gardener team. Personal data collected for complaints handling is used only for that purpose and processed in line with data protection principles.

Confidentiality and respect: We treat complainants with respect and keep details confidential except where disclosure is required by law, insurance claims or to third parties where necessary to investigate (for example, suppliers). Anonymous complaints will be logged and considered where sufficient information exists to take action.

Remedies offered will be practical and proportionate. In cases where damage has occurred, we will consider reasonable options such as repair or financial settlement where appropriate. Remedies do not imply admission of liability unless explicitly stated in writing.

Unresolved complaints and external options: If the internal escalation process has been exhausted and the complainant remains unhappy, they may seek independent advice from an appropriate consumer protection body or an alternative dispute resolution service where eligible. Our internal process does not prevent a complainant from exercising legal rights where relevant.

Closing a complaint: Once a complaint is resolved to the company’s final position, we will issue a written closure letter summarising the investigation, findings and any actions taken. We consider complaints closed when the final response has been issued and the case recorded. If new, relevant information emerges, the company may reopen the case to review the facts in light of that information.

Review of this procedure: This Complaints Procedure is reviewed periodically to ensure it remains fair, accessible and effective for all customers using our Seven Sisters gardening services. It is part of our commitment to reliable, high-quality gardening and landscape maintenance.