Complaints Procedure for Gardening Aldgate

This document sets out the formal complaints procedure used by Gardening Aldgate and related garden care services to manage and resolve concerns about workmanship, scheduling or service delivery. Our aim is to provide a clear, fair and timely approach so customers know what to expect when raising issues about their Aldgate gardening services. The procedure applies to routine maintenance, landscaping and seasonal works carried out by our teams.

We recognise that even with good practice sometimes things go wrong. All complaints will be treated seriously, recorded and investigated impartially. We commit to acknowledging a complaint quickly, keeping the complainant informed about progress and explaining any proposed remedies. This policy explains the stages of handling, the expected timescales and how outcomes are reached.

To raise a concern, clients should provide a clear description of the issue, relevant dates and, where helpful, photographs of the affected area. Complaints may relate to plant health, turf work, hedge cutting, pruning, timing of visits or other aspects of our garden services in Aldgate or the surrounding service area. We do not accept anonymous allegations for formal actions, but we value all feedback that helps improve our operations.

Stage 1 — Acknowledgement and Initial Review

On receipt of a formal complaint we will acknowledge it within three working days. The acknowledgement will state who is handling the matter and outline the initial steps of the review. An early site visit may be arranged where practical to assess any damage, incomplete work or service shortcomings. Our priority is to understand the facts before proposing remedies.

During the initial review we will record key details in our complaints log. That log helps ensure transparency, consistent handling and timely progress reporting. Where possible we aim to give a preliminary response or proposed action within ten working days of acknowledgement. If the matter is complex, we will provide a timescale for completing the investigation.

Examples of potential outcomes at this stage include arranging a return visit to complete work, rectifying a specific defect, offering a partial credit for substandard service, or proposing an alternative remedial plan. We will always explain the rationale for the chosen remedy and how it will be implemented.

Stage 2 — Formal Investigation and Resolution

Where the initial review does not resolve the complaint, a formal investigation will be launched. A senior team member will oversee the investigation, gather statements from operatives, review site notes and, where relevant, inspect the garden area. Evidence-based conclusions are essential: we assess what was agreed, what was delivered and whether the service fell short of reasonable expectations.

If a return visit is required to correct work, we will schedule it at the earliest practical date and confirm the scope of remedial action in writing. Where costs are involved, the proposed adjustment or compensation will reflect the nature of the failing and our commitment to restoring value. We will record the agreed outcome and close the complaint once actions are complete and the complainant is informed.

Confidentiality is maintained throughout. We protect personal data in accordance with standard privacy principles and retain complaint records for quality assurance and training. Records are used to spot recurring issues and to improve service delivery across all our gardening operations.

Escalation: If a complainant is not satisfied with the resolution, they may request a review by a senior manager not previously involved. That review will re-examine the complaint, the investigation process and the proposed remedy. Our aim is to deliver a fair second opinion and where appropriate to modify the original outcome.

Timescales: Where possible we complete a full investigation within 20 working days of the formal complaint being logged. Complex cases or those requiring third-party input (for example specialist arboricultural advice or materials replacement) may take longer; in such cases we provide regular progress updates and a revised completion estimate.

Record keeping and learning: All complaints are logged and used to inform training, operational change and supplier management. Regular reviews of complaint patterns help reduce recurrence and improve the overall quality of gardening and landscaping services. Continuous improvement is central to our approach and supports a higher standard of care across our service area.

Accessibility and fairness: We will make reasonable adjustments to help customers make complaints, including offering explanations of the process and using plain language to explain findings. This ensures all clients can engage with the complaints process regardless of circumstances.

We are committed to handling disputes promptly and professionally. The emphasis is on resolving matters quickly, returning sites to standard and maintaining trust in our gardening services. Our procedure ensures that each concern is acknowledged, investigated and resolved with clear records of outcome and action.

Conclusion: This complaints procedure provides a structured, fair route for resolving issues with Gardening Aldgate and associated garden services. By following defined steps — acknowledgement, investigation, resolution and review — we aim to remedy problems, learn from mistakes and enhance service quality across the areas we serve.