Complaints Procedure — Gardening Services Highgate
Purpose: This Complaints Procedure explains how concerns and complaints relating to gardening services in Highgate and surrounding areas are handled. It applies to any garden maintenance Highgate work, landscape projects, routine visits and one-off jobs carried out by the gardening company. The aim is to resolve issues promptly, fairly and transparently while maintaining professional standards.
Scope and Principles
Our approach follows clear principles: accessibility, timeliness, impartiality and confidentiality. We treat all complaints seriously and use them as part of continual improvement. Complaints may relate to workmanship, scheduling, communication or safety. This procedure does not replace statutory rights, but sets out the way complaints are managed internally and how outcomes are recorded.
Who can complain
Anyone who has received or been affected by our Highgate gardening services — including clients, property managers and authorised representatives — may raise a concern. Complaints should be made by a person with a legitimate interest in the work. Where appropriate, we may ask for written authorisation to discuss details with third parties.How to raise a complaint — Complaints may be submitted verbally or in writing. To help us investigate efficiently, please provide: a brief description of the issue, the date(s) of the service, names of staff involved if known, and any relevant photographs or documents. We record every complaint in our complaints register and allocate a reference number.
Informal Stage
If a concern arises during or immediately after a visit, please inform the operative on site or their supervisor. Many issues can be resolved informally and quickly by arranging a return visit, clarifying expectations, or agreeing remedial work. We aim to acknowledge informal concerns within 2 working days and to resolve them within 10 working days where possible.Formal Stage
Where informal resolution is unsatisfactory, submit a formal complaint. We will acknowledge receipt within 3 working days and carry out a full investigation. Typical steps include:- Review of job records and schedules
- Consultation with the operative and any supervisors
- Site inspection if necessary
- Compilation of findings and proposed remedies
Outcomes and Remedies — Resolutions may include a written apology, remedial work at no extra charge, partial refund where appropriate, or a credit towards future services. Remedies are determined based on the nature of the complaint, contractual terms and the impact on the client. All agreed remedies will be documented and dated. We are committed to fair outcomes that restore confidence in our gardening company in Highgate.
Escalation — If a complainant remains dissatisfied after the formal response, they may request a review by a senior manager not previously involved in the case. The request for review should be made within 14 days of receiving the formal decision. The reviewer will reassess the investigation and may recommend further action or mediation. We aim to complete reviews within 15 working days of receipt.
Unreasonable behaviour and vexatious complaints — We will not tolerate abusive or aggressive behaviour towards staff. Where behaviour is unreasonable, we will explain limits and may suspend handling the complaint until behaviour changes. In exceptional cases we may cease engagement; such decisions will be recorded and justified in the file.
Record keeping and confidentiality
All complaints, correspondence and outcomes are recorded and retained for audit and quality assurance. Records are held securely and access is restricted to staff involved in the handling and review of complaints. We will not disclose confidential information to third parties unless legally required or authorised by the complainant.Timescales and responsibilities
Key timelines are: acknowledgement within 3 working days, informal resolution within 10 working days, formal response within 20 working days, and review completion within 15 working days. The operations manager is responsible for overseeing the complaints log and ensuring compliance with the procedure. Where service partners are involved, we coordinate with them to ensure a timely resolution.Continuous improvement — Complaints are analysed periodically to identify trends and training needs. Lessons learned feed into operational changes, staff training and client communications. This helps ensure the quality of garden maintenance Highgate clients expect and supports the reputation of our landscaping and gardening services.
Third-party escalation — If internal review has concluded and the complainant remains dissatisfied, they may choose to seek independent dispute resolution through an appropriate third party. We will cooperate with such processes where required, providing documentation and factual responses. Our aim is to reach an equitable solution before escalation becomes necessary.
Policy review — This complaints procedure is reviewed periodically to reflect changes in law, industry best practice and client needs. Updates are recorded in the policy register and communicated internally. The procedure applies to all contracts and engagements for gardening services across the Highgate service area unless otherwise specified in contract terms.
Final note: Our commitment is to treat every complaint with seriousness, professionalism and respect. By providing a clear, accessible and robust process, we seek to maintain high standards across all gardening and landscaping activities and to ensure that clients in Highgate and nearby locations can rely on consistent, high-quality service.
