Complaints Procedure for Gardening Limehouse and Local Garden Services

This complaints procedure sets out how Gardening Limehouse and associated lawn and garden maintenance teams manage and respond to concerns about our garden services. The goal is to resolve problems promptly, fairly and respectfully while learning from each issue to improve our workmanship. This policy applies to all types of domestic and commercial landscaping, garden maintenance, hedge and shrub care, planting schemes and other groundskeeping activities carried out by our team.

We recognise that sometimes work may not meet expectations. Our approach is to be transparent, accessible and consistent. Complaints raised with our Limehouse gardening department are treated seriously and investigated without prejudice. The following document explains the scope of complaints we handle, the standard steps we take, and what outcomes customers can expect. It is intended to be clear and practical while remaining concise and workable for gardeners in Limehouse and neighbouring service areas. Please read this procedure fully to understand how we manage a complaint from initial report to resolution.

Principles and Scope

This complaints policy covers shortcomings in service delivery, missed appointments, unsatisfactory workmanship, damage to property attributable to our teams and delays in agreed work. It does not cover matters outside our control such as severe weather impacts or third-party contractor actions that were not arranged by us. We aim to resolve issues quickly, normally within a set timeframe, and to learn from every complaint to prevent recurrence.

Customers may raise a complaint in writing, by phone, or during a site visit with one of our supervisors; you should provide sufficient detail to enable an effective investigation. When making a complaint please include the date of the work, a description of the concern, and any supporting information such as photographs or invoices. Note: while we cannot provide legal advice, we will explain what remedy options are available in each case and how long each stage of our process is expected to take.

Step-by-step complaint handling: upon receipt of a complaint an acknowledgement will be issued within our standard acknowledgment period. An initial assessment follows to identify the most suitable person to investigate. This investigator will review the details, consult the operative(s) involved, examine any photos or site records and, when necessary, visit the site. Typical investigation stages include:

• Initial acknowledgement and registration of the complaint
• Assignment to an investigator or supervisor
• Gathering of evidence and site inspection where warranted
• Analysis of findings and proposed remedies
• Communication of the outcome and next steps

The aim is to conclude straightforward matters within a few working days; more complex disputes may take several weeks. We will keep complainants updated on progress and explain any unavoidable delays. If corrective work is required, we will propose a clear timeframe for completion and any associated safety arrangements.

Escalation and review options are available if the initial response does not resolve the concern.

Internal review

can be requested within a set period after the initial outcome; a senior manager will re-examine the case and provide a final internal response. If the matter remains unresolved, independent mediation or arbitration can be considered where both parties agree to this route. These alternative dispute resolution routes are outlined as options rather than mandatory steps.

What we ask from complainants: clear, factual information and any relevant imagery or documents so that we can investigate effectively. Be specific about dates, locations and the work performed. While we strive to be accommodating, we also expect all interactions to be professional and lawful; abusive or threatening conduct will not be tolerated and may affect how we progress a complaint.

Records and confidentiality: all complaints and outcomes are logged to help us identify recurring issues and training needs. We treat personal information collected during a complaint in line with our privacy approach and retain records for quality assurance and compliance purposes. Where a complaint uncovers a systemic problem, we will implement corrective measures, which may include retraining staff, updating operating procedures or revising material suppliers.

Remedies for validated complaints may include remediation of unsatisfactory works at no additional charge, partial or full refunds for specific elements that did not meet agreed standards, or other reasonable compensatory actions tailored to the situation. We cannot offer compensation for consequential losses beyond direct remedies related to our work unless explicitly agreed during the complaint process. Decisions are made on a case-by-case basis with fairness as the guiding principle.

Monitoring and continuous improvement are central to our service culture. We review complaint trends and outcomes periodically to identify where practices can be improved across Limehouse garden services and our wider delivery areas. Training updates, revised risk assessments and changes to operating procedures are examples of how complaints influence service development. Our commitment is to close each complaint with a clear explanation of what happened, why it happened and what steps were taken to fix it.

Finally, this document is available to anyone commissioning landscape, garden maintenance or related services from local gardening teams. It is intended to reassure customers that concerns will be handled professionally and to encourage open dialogue so that standards across our gardening and maintenance services continue to rise. If you have a concern, please follow the procedure above to ensure a timely and structured response.