Complaints Procedure for Gardeners Alperton

This Complaints Procedure sets out how Gardeners Alperton and related gardening teams will receive, investigate and resolve concerns about landscaping, maintenance and other horticultural services. It is designed to be fair, timely and clear for customers who use gardening services in and around the area. The following information explains the steps we take to manage service issues, including how to raise a concern, expected timeframes and possible outcomes.

We aim to be accessible and responsive so problems are resolved quickly. If you have a concern about workmanship, scheduling, safety or behaviour of tradespeople, please follow the steps described below. This procedure applies equally to gardeners in Alperton, visiting contractors and subcontracted teams who carry out work on behalf of the company.

Scope and definition: A complaint is any expression of dissatisfaction about a service or behaviour that requires investigation. Routine queries about scheduling, quotes or minor clarifications should be raised directly at the time of service; formal complaints are recorded and handled under this policy. This document does not replace consumer rights or statutory protections.

How to Make a Complaint

To raise a complaint, describe the issue clearly and provide relevant times, locations and any supporting documents such as photographs or written notes. Please include the name of the assigned gardener or team if known. We ask for factual information rather than emotional language so the matter can be investigated efficiently.

Acknowledgement: After a complaint is received, a formal acknowledgement will be issued within a specified timeframe. This acknowledgement confirms that the complaint is recorded and indicates the initial steps that will be taken. Where possible, we will provide an expected resolution date.

Investigation and Assessment

Complaints are assigned to a designated investigator or manager who will review records, speak with the gardener(s) involved and, where necessary, visit the site. Investigations aim to be proportionate to the issue raised. Evidence will be gathered, and both parties will be given the opportunity to present their account. Alperton gardeners are expected to cooperate fully with investigations.

During the investigation we may:

• Review booking and job notes
• Examine before-and-after images
• Interview staff and witnesses
• Assess whether work meets agreed scope and industry standards

Decisions will be based on the balance of evidence. Where work falls short of agreed standards, remedies may include rework, partial refunds, or other agreed adjustments. Remedies will be reasonable and proportionate to the shortcoming identified.

Timeline: Most complaints are investigated within a few business weeks. Complex matters that require technical advice, third-party assessments or replacement parts may take longer; in such cases we will keep the complainant updated about progress and any revised timescales.

Resolution options include an apology, corrective work, financial adjustment or a mutually agreed settlement. All outcomes are documented. If the complaint is upheld in whole or in part, action to remedy the problem is taken promptly. If the complaint is not upheld, an explanation of the findings will be provided.

Escalation: If a complainant is not satisfied with the initial outcome, they may request a review by a senior manager. An internal appeal should be made within the timeframe stated in the acknowledgement. Appeals are limited to the matters recorded and typically focus on process, new evidence or a misinterpretation of the facts.

Confidentiality and record keeping: All complaints are recorded securely and retained for a defined period. Records include the complaint, investigation notes, evidence, correspondence and outcome. Personal data will be handled in accordance with data protection obligations. Records are used to identify trends and improve service quality.

Behaviour and Safety

We expect professional conduct from gardeners, including respect for property and adherence to health and safety practices. Complaints about unsafe work practices or damage are treated seriously and may lead to suspension of a worker pending investigation.

Monitoring and continuous improvement

Findings from complaints are used to improve training, procedures and quality control. Regular reviews of complaints help ensure that garden maintenance services, landscape contractors and independent Alperton gardening services meet expected standards.

Final notes: This Complaints Procedure provides a clear path to address dissatisfaction with gardening work. It is intended to be fair to both customers and gardening teams, promoting transparency and timely resolution. By following these steps, complaints can be resolved constructively and lessons learned applied to future work.

Where disputes remain unresolved after internal escalation, supplementary independent dispute resolution options may be available through consumer protection or industry bodies. The availability of such options depends on the nature of the contract and the jurisdictional rules that govern consumer rights.

Record of changes: The procedure is reviewed periodically to reflect best practice and regulatory changes affecting horticultural services and trade standards. Updates are applied to ensure the complaints process remains effective, accessible and impartial.