Complaints Procedure for Gardener Kingston

Purpose and scope: This complaints procedure explains how Gardener Kingston and affiliated gardening teams handle concerns about our work, service delivery, or conduct. It applies to any customer who books domestic or commercial gardening services, including maintenance, landscaping, planting and turfing. The aim is to resolve issues promptly and fairly while learning from each case to improve future gardening services across the service area. This policy is written to be clear and accessible: please read it for an overview of how complaints are received, investigated and resolved.

Scope includes disputes about workmanship, missed appointments, safety concerns, or communication breakdowns with a local Kingston gardener operative. It excludes contractual or legal claims that require formal legal procedures; however, the procedure will still document such matters and direct them to the correct internal route. We recognise that problems may arise and our goal is to make the complaint process simple, respectful and transparent for every client of the Kingston gardening company.

How to raise a complaint

If you are dissatisfied, please lodge your concern in writing or via the channel used to arrange the service. Provide clear details including the job date, a brief description of the issue, and any relevant photos. When you report a problem to our team, we will acknowledge receipt within three working days and outline the next steps. For quality assurance, complaints are logged against the job record and allocated to an appropriate team member for review.

Initial assessment: Upon receipt, a member of the customer care team will perform an initial assessment to determine the urgency and nature of the complaint. Minor concerns that can be resolved with a follow-up visit, adjustment or clear explanation will be prioritised for rapid resolution. For more complex gardening disputes, such as those involving structural landscaping or long-term planting issues, a fuller investigation will be initiated. The assessment phase ensures that a Kingston gardener with the relevant experience is assigned to review the matter.

Investigation process: Our investigations involve reviewing the original job instructions, notes from the operative, photographic evidence and, where necessary, a site reinspection. The investigator will aim to complete the inquiry within 14 working days, but if further inspection or specialist input is required we will keep the complainant informed of expected timelines. The process is designed to be impartial: an operative not previously involved in the job will often conduct the review to ensure objectivity.

Possible outcomes: After the investigation we may offer one or more remedies: a corrective visit to put right any defective work, a partial refund or credit for the service where appropriate, or a formal explanation where the job was completed in line with the specification. All outcomes are documented and communicated. If a remedy is agreed, we will provide a clear timeline for completion and maintain open communication until the issue is resolved.

Escalation and senior review: If a customer remains unsatisfied after the initial remedy, the complaint can be escalated internally to a senior manager for further review. The manager will conduct a secondary assessment and seek to reach a fair resolution within a further 14 working days. Our escalation route ensures that significant disputes receive senior attention and that lessons learnt are fed back into training and process improvements for the gardening team.

Record keeping and continuous improvement: All complaints are recorded in our service management system to ensure traceability and to support continuous improvement across our gardening services in Kingston and the surrounding area. Records include the original complaint, investigation notes, photographic evidence, the resolution agreed and any follow-up actions. We use this data to refine our operating procedures, staff training and quality checks so that similar issues are less likely to recur. Confidentiality is maintained where appropriate and personal data is processed in line with applicable privacy practices.

Timelines, expectations and closure

We endeavour to keep complainants informed at every stage: acknowledgement within 3 working days, a target investigation period of 14 working days, and an escalation response within a further 14 days if needed. Once a complaint has been resolved, we will confirm the outcome in writing and close the case only when the agreed remedy is completed. The closure note will describe actions taken and any preventative measures. Customers should expect clear, courteous updates and pragmatic solutions from the Kingston gardening company.

Standards and responsibilities: Our teams are expected to adhere to professional standards and a code of conduct while performing gardening work. Where an operative’s actions have contributed to a complaint, we will take proportionate action which may include additional training, revised procedures or, where necessary, more formal disciplinary steps. We emphasise accountability and aim to improve service standards for all clients by addressing systemic issues raised through complaints.

Independent review: For particularly complex matters or those involving third-party contractors, an independent technical review may be commissioned. This ensures that factual disputes about workmanship or specification are assessed by a qualified specialist. Findings from such reviews will be used to guide the final resolution and to prevent similar occurrences in future projects managed by the gardener in Kingston.

Commitment to customers: Gardener Kingston is committed to handling every complaint with respect, speed and fairness. We treat complaints as opportunities to enhance the service and to strengthen trust with clients across the area we serve. If you wish to raise a concern, please follow the steps above to ensure it is recorded and addressed promptly. We aim to resolve issues and deliver high-quality gardening results that meet customer expectations.