Complaints Procedure for Gardeners Mortlake

Purpose: This complaints procedure sets out how our gardening team handles concerns raised about garden maintenance, landscaping, planting or other grounds services. It applies to any dispute between a client and our gardeners operating in Mortlake and adjacent service areas and is intended to be fair, transparent and prompt. We aim to resolve issues quickly and to ensure that every complaint is treated seriously, with respect for confidentiality and clear recordkeeping.

Scope and eligibility: The procedure covers work carried out by Mortlake gardeners, including scheduled maintenance, one-off jobs, and site visits where a contract or agreement exists. It does not include general enquiries or informal queries that can be answered at the time of service. Anyone who has received gardening or grounds maintenance services from our team may raise a formal concern under this policy. Please note that sensational or defamatory statements are not part of the formal process and will be handled appropriately.

How to make a complaint

If you believe work by a gardener in Mortlake was not completed to the agreed standard, you should:

• Raise the issue promptly — ideally within 28 days of the service or discovery of the issue;
• Provide clear details — including dates, the nature of the concern, and any supporting documents or photographs;
• State your desired outcome — for example a re-visit to redo work, a partial refund, or an alternative remedy.

We will acknowledge receipt of the complaint and outline the next steps in writing.

Acknowledgement and initial review

On receipt we will log the complaint in our records and assign it to a designated complaints handler. The initial review aims to verify service dates, the gardener(s) involved and any contractual terms. Within a short acknowledgement we will confirm the name of the investigator and an estimated timeframe for completion. Timeframes: an acknowledgement within 5 working days and an initial response within 15 working days is our standard, unless further information or site access is required.

Investigation and fact-finding

The investigator may contact the client and the assigned gardener to obtain statements and may request photographs or a site visit where necessary. We will consider the contract, any service notes, risk assessments and relevant policies. Investigations are impartial and seek to gather a balanced view. If a re-inspection is required, we will agree a mutually convenient time and explain what remedial work, if any, will be undertaken pending the outcome.

Resolution and remedies

Possible outcomes include:

• Rectification — redoing or finishing outstanding work at no additional charge;
• Partial adjustment — a discount or financial adjustment where appropriate;
• Written confirmation — an explanation of actions taken and steps to prevent recurrence;
• No further action — where investigation finds the work met contractual standards.

Remedies will be proportionate to the issue identified and documented in the final response.

Appeals and escalation If a complainant is not satisfied with the outcome, they may request an internal appeal which will be reviewed by a senior manager with no prior involvement in the case. The appeal should be submitted within 14 days of the final response and should set out the grounds for the appeal.

External review

Where an internal appeal cannot resolve matters, complainants may pursue independent dispute resolution or seek advice from an appropriate impartial body. We will cooperate with any legitimate independent review while maintaining obligations under privacy and safety rules.

Confidentiality, recordkeeping and data protection — All complaints and associated records will be retained in accordance with data protection obligations and our retention schedule. Records will include the complaint details, investigation notes, communications and final outcome. Access to these records is limited to staff directly involved and to authorized reviewers. Personal data will not be disclosed beyond what is necessary to investigate and resolve the complaint.

Responsibilities and expectations — Clients are expected to provide clear, timely information and reasonable access to the site when a re-inspection is needed. Our gardeners are expected to co-operate fully with investigations and to comply with safety and professional standards. We commit to learning from complaints and to using findings to improve operational standards, training and service protocols. The procedure aims to be proportionate, speedily delivered and focused on practical redress and continuous improvement.