Complaints Procedure for Garden Maintenance Brompton

Purpose: This Complaints Procedure explains how Garden Maintenance Brompton and associated gardening teams handle concerns about our work. It applies to every customer receiving routine or bespoke care, from scheduled lawn care to pruning and landscape maintenance. Our aim is to resolve issues promptly and fairly while maintaining the high standards expected from Brompton garden maintenance and related garden care services. This document sets out the steps you can expect, the timescales we follow, and the remedies available when work falls short of agreed standards.

We are committed to accessibility, clarity and neutrality. All complaints will be treated with respect, recorded confidentially and investigated without unnecessary delay. The procedure is proportionate to the nature of the concern and designed to be simple for homeowners, landlords and property managers using our garden maintenance services in Brompton. Where appropriate, we will provide updates in writing and make reasonable adjustments to support customers with communication needs.

How to raise a concern

If you believe a service such as hedge trimming, turfing, or general upkeep was not performed satisfactorily, you should raise the issue promptly. To help us investigate, please provide:

• Clear description of the issue and the date(s) of service;
• Photographs or other evidence of the aspect of work you think needs attention;
• Reference to the service agreed (e.g., scheduled maintenance, one-off clearance or seasonal planting);
• Any relevant scheduling or access notes that may affect the work.

On receipt we acknowledge the complaint and record it in our complaints register. An initial acknowledgement will typically be provided within three working days. A member of the team with responsibility for complaints will be assigned to act as a case handler and will explain the next steps. This might include arranging a visit to assess the garden, reviewing the original job brief, or consulting the crew who attended. Our aim is to keep the process proportionate and avoid unnecessary disruption to routine gardening schedules.

Investigation and assessment

The investigation involves a factual review of what was agreed versus what was delivered. We assess workmanship, adherence to horticultural best practice, health and safety considerations and the condition of plant material at the time of service. Where professional judgment is required we may consult senior horticultural staff. Outcomes of the assessment include:

• No fault found — explanation provided and evidence shared;
• Rectification — arranging remedial work to bring the garden to the agreed standard;
• Partial remedy — where limited elements require correction;
• Alternative resolution — such as offering an allowance for a rework carried out by an approved team.

We endeavour to complete investigations swiftly and communicate expected completion dates. Where the assessment requires external expert input or a complex rework, we will explain any necessary extensions to the timeline. Customers using garden care Brompton packages or bespoke landscaping contracts will receive information tailored to their agreement terms.

Decisions and remedies are based on the facts established during investigation and are proportional to the impact and cause of the issue. Remedies may include redoing the work at no additional charge, offering a partial credit where appropriate, or providing practical advice to reduce the likelihood of recurrence. We never offer remedies that would conflict with health and safety obligations or be detrimental to long-term plant health. For clarity, remedies are documented in writing and attached to the complaints record.

Performance standards for our Brompton gardening services are reviewed periodically. We use complaints as a learning tool to improve crew training, scheduling and materials selection. Trends are identified and shared with supervisory staff to reduce repeated issues. Where a complaint reveals a systemic problem, a formal improvement plan is developed with measurable actions and timelines. This ensures that individual concerns lead to better outcomes across our garden maintenance network.

Escalation and closure — If a customer is not satisfied with the proposed remedy, the complaint may be escalated within our internal review structure for a second assessment. Escalation triggers a fresh examination by senior staff, independent of the original investigating officer. Once a final decision is reached it is communicated clearly and the complaint file is closed with a record of the resolution steps taken. Closure documentation includes any agreed follow-up visits or monitoring arrangements.

Record keeping and confidentiality: all records relating to a complaint are retained in accordance with our retention policy and handled confidentially. Records include the original complaint, investigation notes, evidence, decisions, actions taken and any follow-up communications. Access to these records is restricted to personnel directly involved with the case. We are sensitive to privacy considerations when documenting issues regarding private gardens and ensure information is used solely for resolution and service improvement.

Quality assurance and continuous improvement: Complaints inform our ongoing quality assurance program for Brompton garden maintenance and related services. We monitor outcomes, evaluate whether remedies were effective and introduce changes to operating procedures when patterns indicate a need. Staff training may be updated, toolkits revised, or supplier choices revisited to prevent reoccurrence.

Final notes: This complaints procedure is intended to be clear, fair and practical for anyone receiving garden maintenance, landscaping or periodic care services. It sets out realistic expectations for response times, remedies and escalation, and is designed to preserve the integrity and long-term health of gardens while providing a transparent route to resolution. We welcome constructive engagement with customers as part of continuous service improvement for all our gardening and maintenance offerings.