Complaints Procedure — Gardeners Downham

Purpose and scope: This complaints procedure is provided by Gardeners Downham and is intended to set out a clear, fair and timely process for raising concerns about any aspect of our gardening work. The aim is to resolve matters quickly and professionally wherever possible. This document applies to services provided by our gardening team across our service area and covers workmanship, scheduling, safety, site conduct and billing queries. It is not a legal notice but a practical route for concerns to be managed.

Who can complain and what we cover: Anyone who has engaged with gardeners in Downham or used our landscaping, maintenance or horticultural services can follow this process. We cover complaints about plant selection, pruning, turfing, hedge and border care, waste removal and work quality. Complaints relating to health and safety, damage to property, or conduct of our staff are taken very seriously and are handled under the same procedure. We will treat all complaints confidentially and with impartiality.

How to submit a complaint: To ensure a prompt start to the process please state clearly the nature of the issue, the date(s) of the service, and any relevant job reference or invoice number. Provide photographs if they help illustrate the concern. Where practical, suggest the outcome you would consider satisfactory. Our team will record the complaint and begin initial review. Typical categories include:

• Service quality and workmanship
• Missed appointments and scheduling conflicts
• Damage, debris or site safety concerns
• Billing or estimate discrepancies

Acknowledgement and initial response

Upon receipt of a complaint our administration team will log the details and provide an acknowledgement within a set timeframe. We aim to acknowledge complaints within five working days, confirming who is handling the matter and the expected timescale for a fuller response. For straightforward issues we may propose an immediate remedy. For more complex matters a site visit or review of records may be necessary.

Investigation process

During the investigation we review job notes, speak with the gardener(s) involved and assess any photographic or documentary evidence. We may arrange a site inspection to verify the issue and determine cause. The investigator will record findings and proposed remedies. Examples of potential outcomes include a corrective visit, partial or full remedial work, invoice adjustment, or an explanation of work undertaken. Where health and safety or property risk is identified, remedial action will be prioritised.

Timescales and updates

We aim to complete standard investigations within 15 working days of the complaint being logged. If additional time is required we will provide interim updates and an estimated completion date. If you raised the concern via a representative or third party we will communicate progress to that representative as requested. Prompt communication helps reduce misunderstandings and supports faster resolution.

Resolution, remedies and escalation

If you are satisfied with the proposed remedy we will agree an action plan and timescale to carry out the agreed work or adjustment. Remedies may include re-performance of services, correction of defects, credit adjustments, or practical measures to prevent recurrence. If the proposed resolution is not acceptable please explain why, and we will reassess options. For unresolved matters there is a formal escalation stage where a senior manager will review the case file and, if necessary, arrange a final review meeting.

Escalation to management: When a complaint reaches the escalation stage a senior member of the team will re-evaluate the evidence, seek any additional information and may propose an independent assessment. This stage is intended to provide a fair and final internal review. If further mediation is required we will outline available external routes such as independent dispute resolution, depending on the nature of the contract and the circumstances, while remaining mindful of applicable regulations.

Record keeping and learning: All complaints and outcomes are recorded on our internal system to support continuous improvement. Records include the original complaint, investigation notes, corrective actions, and confirmation of closure. We use complaint trends to inform training for our gardeners and to refine operational processes. Our objective is to reduce repeat issues and improve the quality of Downham gardening services overall.

Privacy and impartiality

We handle complaints with respect for privacy. Information collected during a complaint is used solely for investigation and service improvement, and is retained in accordance with our record retention practices. We aim to be impartial and fair; if a conflict of interest is identified we will arrange an alternative investigator where possible.

Monitoring performance: Outcomes from complaints feed into our performance reviews. We track the time taken to resolve complaints, the nature of remedial actions, and customer satisfaction with the resolution process. This allows the gardening company Downham team to prioritise training, update procedures, and maintain consistent standards across our service area.

Final note: Raising a concern is an important part of our commitment to quality. We welcome the opportunity to put things right and to learn. Please follow the steps above so we can act quickly and fairly. Gardeners Downham values every complaint as a chance to improve the service we deliver to customers who use our landscaping and maintenance services.