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Complaints Procedure for Gardeners Hammersmith

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This Complaints Procedure sets out how Gardeners Hammersmith and associated garden maintenance teams respond when a customer raises a concern about the quality, timeliness or conduct of our services. It describes the scope of complaints covered, how to make a complaint, the steps we take to investigate and resolve issues, and the timescales you can expect. The policy applies across our service area where we provide garden services, including routine maintenance, planting, landscaping, lawn care and seasonal projects. It is intended to be clear, fair and accessible so that everyone receiving services from Hammersmith gardeners understands their rights and the remedies available.n

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Scope and Principles

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We take all complaints seriously. Our approach is guided by the principles of fairness, transparency and proportionality. Complaints may include, but are not limited to: service quality concerns, missed or delayed visits, damage to property during works, unsatisfactory workmanship, communication or behaviour of operatives, and billing disputes. This procedure does not cover formal legal disputes or matters that require emergency services, but it does apply to routine and project-based concerns raised by customers across our operating area. We aim to resolve most issues through informal discussion first; where that is not effective we follow a formal investigation process.n

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To ensure a clear record, please provide the following information when raising a complaint: the service provided, date(s) of visit or work, a concise description of the issue and any supporting photos or documents. Where relevant, indicate the desired outcome (for example rework, refund, credit or an apology). Although we do not publish contact details in this policy, complaints should be raised through the company channels you were provided when services began or as set out in your service agreement.n

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Receipt, Acknowledgement and Initial Assessment

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On receipt of a complaint, a member of our customer care team will log the matter and issue an acknowledgement within a clear timeframe. Typically we aim to acknowledge complaints within 3 working days. The acknowledgement will confirm the issues raised, the person responsible for handling the complaint and the expected timescale for a full reply. In complex cases we may request additional information or arrange a site visit to assess the claim. Where immediate safety or health concerns are identified we will prioritise remedial action.n

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Investigation will be proportionate to the nature of the complaint. Investigators will gather relevant facts, review service notes and, if necessary, interview operatives or subcontractors involved in the work. We will keep records of the investigation and consider any supporting evidence provided by the customer. Throughout the process we aim to maintain confidentiality and treat all parties with respect, while ensuring a balanced assessment of the facts.n

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Following investigation, we will provide a written response summarising our findings, the conclusions reached and any proposed remedies. Where we accept responsibility, remedies may include redoing the work, offering a partial or full refund, issuing a credit against future services or offering an appropriate goodwill gesture. If we find the complaint unfounded, we will explain why and provide documentation that supports our decision.n>

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If a complaint is complex or requires third-party input we will provide an indicative timescale for resolution and keep you updated at agreed intervals. In the event that an immediate site visit is required, we will agree a mutually convenient time to inspect and rectify any urgent issues. For standard non-urgent matters most complaints are resolved within 15 to 30 working days, though larger project disputes may require extended time for evaluation and negotiation.n

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Where a complainant remains dissatisfied after the formal response, the complaint will be escalated to a senior manager for review. The escalation stage provides an opportunity for an independent re-examination of the files and any new evidence. The senior review will aim to offer a final position and, where appropriate, recommend further remedial action or closure. Throughout escalation we keep a clear audit trail of communications, decisions and remedies offered.n

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Record keeping and learning are central to continuous improvement. All complaints are recorded and analysed to identify recurring issues or training needs among our gardening teams. We use lessons learned to improve processes, revise risk assessments and update operating procedures. Our commitment is to reduce the likelihood of repeat problems and to raise the quality of the garden services we deliver.n

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