Complaints Procedure for Gardener Addiscombe

Gardener Addiscombe recognises the importance of clear, fair and prompt handling of complaints relating to gardening work. This document explains how to raise a concern about our services, how the complaint will be investigated and the expected timescales for a response. It is intended for anyone using our gardening services in the area and for property representatives acting on their behalf. Our approach is to address problems constructively, to learn from mistakes and to provide practical remedies where appropriate.

Scope and guiding principles: The procedure covers matters such as scheduling, workmanship, plant choice, garden safety and aftercare services. We operate on the basis that complaints should be resolved as close to the point of service as possible, while remaining robust and documented. Complaints will be treated fairly and impartially; records will be kept and used for continuous improvement. We aim to be responsive, respectful and solution-focused at all times.

To help us respond quickly, please describe the issue clearly and provide relevant details: date(s) of service, location where the work occurred, names of staff if known and any supporting photographs. Anyone receiving services from our Addiscombe gardening company, or an authorised representative, may submit a complaint. We accept complaints raised in writing, via our authorised digital channels or through a recognised representative acting with consent. The more information supplied, the faster we can investigate.

• Include the date and time of the work
• Describe the specific problem or shortfall
• Attach photographs or documents where available

How to raise a complaint

When you make a complaint it will be logged and acknowledged promptly. On receipt we will issue an acknowledgement within five working days that includes a unique reference number and the name of the investigator assigned. This helps track progress and ensures there is a single point of contact. If the concern involves potential safety or urgent horticultural damage we will prioritise inspections and immediate corrective action.

Investigation and evidence gathering

Our investigator will review job records, speak with the team who attended and may arrange a site visit to inspect the work. We will collect relevant evidence such as job sheets, supplier invoices, photos and plant care logs. Investigations are conducted objectively and complainants will be given the opportunity to present their account. Typical investigations are completed within fifteen working days; when cases are more complex we will explain the reasons for any extension and provide interim updates.

If the issue concerns workmanship, cost or scope, we will review the original job specification and any agreed changes. Where we identify shortcomings, the Addiscombe gardener team will propose proportionate remedies such as rework, a partial or full refund, or a credit toward future services. We also maintain a record of corrective actions so the same issue is less likely to recur. Our aim is to return the garden to the condition that was reasonably expected.

Escalation and independent review: If a customer is not satisfied with the initial outcome, the complaint may be escalated to a senior manager for further review. We will carry out a second-stage assessment and provide a detailed written response explaining any decisions, findings and the rationale for those decisions. Where appropriate and with consent, an independent third party or mediator may be engaged to review the dispute and suggest solutions outside the company's internal process.

Continuous improvement: Every complaint is treated as an opportunity to improve our services. We log trends, identify training needs and review supplier performance based on complaint outcomes. This helps the gardener in Addiscombe teams to refine procedures, improve plant selection and enhance scheduling. Corrective actions are monitored for effectiveness and integrated into standard operating procedures where they prove successful.

Confidentiality and record retention: Complaint records are managed in line with data protection principles and are shared only with those directly involved in the investigation and resolution. Personal data will not be disclosed without consent except where legally required. Records are retained to meet regulatory and quality assurance needs and to support service improvement. If, after exhausting our internal process, a complainant remains dissatisfied, information on possible independent review routes will be provided in our final written response.