Complaints Procedure for Gardeners Covent Garden

Purpose and scope. This document sets out the formal complaints procedure for customers who use the services of Gardeners Covent Garden and associated local gardening teams. It explains how concerns about maintenance, landscaping, planting, or garden design work are handled, including the stages of resolution, expected timescales and the possible outcomes. The procedure applies to domestic and commercial garden care, and to disputes arising from service delivery by our gardeners in Covent Garden and nearby service areas. It is intended to be clear, fair and accessible to all clients.

Who can raise a complaint

Any client, property manager or authorised representative who is affected by a gardening service may raise a complaint under this procedure. Complaints can relate to workmanship, missed appointments, health and safety concerns, plant or material issues, communication failures or perceived breaches of agreed specification. We encourage clients to raise issues promptly so they can be addressed while details and access remain current. Gardeners Covent Garden treats every complaint seriously and will follow the steps set out below.

Informal resolution first. Where possible, the quickest outcome is achieved by informal discussion with the service team responsible for the work. If a concern arises, please notify the member of staff you dealt with originally or the assigned gardener so they can attempt to resolve the matter on site during the next visit. Informal resolution may involve re-visits to complete unfinished tasks, adjusting planting or pruning approaches, or clarifying scope and expectations. This stage aims to resolve simple issues without escalation.

Formal complaint: how it is submitted

When informal attempts do not bring a satisfactory outcome, a formal complaint may be submitted in writing. The formal complaint should include the job reference or service date, a concise description of the issue, and the outcome you are seeking. On receipt of a formal complaint we will record it, acknowledge it promptly and open a file for investigation. All formal complaints are logged to ensure transparency and to help improve service quality across our gardening services.

Investigation and timescales. After acknowledgement we aim to investigate and provide an initial response within 10 working days. Investigations typically include review of site records, scheduling notes, photographic evidence where available, and a statement from the gardener who attended. If further time is required, we will advise the complainant of the expected timescale. Timely communication is a priority: you will be kept informed of progress and any interim actions proposed to remedy the situation.

Possible outcomes from the investigation may include one or more of the following: expedited remedial visits to correct workmanship, replacement of defective materials where appropriate, an agreed adjustment or credit for substandard elements, or a formal explanation if the work met the agreed specification. All outcomes are recorded and a clear summary is issued at the conclusion of the investigation. We do not publish or share complaint details beyond necessary operational staff, except where disclosure is required by law.

Escalation and independent review. If the complainant is not satisfied with the resolution proposed by the initial investigator, the complaint may be escalated to senior management for a secondary review. This internal escalation involves a different manager who was not part of the original decision, providing an additional impartial assessment of the evidence and proposed remedies. In select cases where an independent technical opinion is appropriate (for example, on specialist planting or structural recommendations), an external expert assessment may be commissioned to inform the final decision.

Record keeping and confidentiality. All complaints are retained on our secure internal records for a defined retention period and are treated in accordance with data protection principles. Personal data included in a complaint file is used only for the purpose of resolution, service improvement and where required for legal compliance. Confidentiality is respected: details are shared within the operational team on a need-to-know basis to deliver remedial action or to conduct a thorough review of the issue.

Remedies and expectations. The primary aim of our complaints procedure is to return the garden to the standard expected under the original contract or service agreement. Remedies may include rework, additional visits, replacement planting, or a financial adjustment in clearly justified circumstances. We do not guarantee every requested outcome, but we will offer proportionate and fair remedies based on the investigation findings and the nature of the service issue.