Complaints Procedure for Landscaping Services

We are committed to delivering high-quality landscaping services and garden care across our service area. This complaints procedure explains how clients can raise concerns about any aspect of our work, including garden maintenance, landscape design and maintenance, or groundskeeping services. Our aim is to resolve issues quickly, fairly and with clear communication while using complaints as an opportunity to improve horticultural services.

Scope and Principles

The procedure covers all types of garden services we provide, from routine lawn care to seasonal planting and hardscape installation. It applies to residential and commercial properties within the company's operating region without focusing on local legal specifics. Key principles include accessibility, impartiality, confidentiality and prompt action. We treat every complaint seriously and work to ensure that the resolution is proportionate to the concern raised.

How to Raise a Concern

If you are unhappy with any aspect of our landscaping work, you should describe the issue clearly and include relevant details such as dates, locations within the property, and the nature of the problem (for example: missed garden maintenance visit, plant failure, or dissatisfaction with landscape construction). When you document the issue, please indicate whether it affects safety, aesthetics or functional use of outdoor spaces. Including photographs can be helpful for assessing planting or turf conditions.

The complaint may be submitted verbally to an assigned team member on site, or in writing for a formal record. We encourage early notification so that minor matters can often be resolved at the first visit. For complaints that require investigation, our process is set out below.

Investigation and Assessment: Upon receiving a complaint we record the details and acknowledge receipt in writing. We will assign a trained representative to assess the issue, which may involve an on-site inspection, review of work orders, schedules and plant health records. In many cases a follow-up visit by a supervisor or specialist horticulturist will be arranged to determine root cause and remedial steps.

Timeframes and Communication: We aim to acknowledge complaints within five business days and to provide a progress update within 10–15 business days where further investigation is required. For complex matters, such as those involving multiple contractors or delayed plant supply, we will keep the complainant informed of expected timelines. Clear communication is maintained throughout, with records kept of all decisions and actions.

Possible Outcomes and Remedies: Depending on findings, remedies can include one or more of the following:

• Re-attendance to correct workmanship or complete unfinished tasks.
• Replacement or compensation for failed plant material when appropriate.
• Adjustment of subsequent maintenance visits or tailored treatment plans for plant health issues.
• Price adjustment or credit in limited circumstances where service standards were not met.

All proposed remedies will be proportionate to the problem and documented. We do not offer refunds for changes in preference where the original work met the agreed specification and industry standards.

Continuous Improvement: Every complaint is logged and reviewed to identify trends that can inform training, scheduling or supplier choices. Our quality assurance process for landscape projects and garden maintenance includes periodic audits and performance reviews to reduce recurrence of similar issues.

Escalation Process: If the resolution offered does not satisfy the complainant, the issue may be escalated within the organisation for a second review. An independent senior manager will re-examine the complaint file, any site notes and photographic evidence, and may arrange a further on-site visit. Decisions made at escalation are final within the company and aim for fairness and consistency across all garden and landscaping work.

Record Keeping and Privacy

We maintain a complaints register that records the nature of each complaint, investigation notes, conclusions and corrective actions. Personal information related to complaints is treated as confidential and handled in accordance with our privacy practices. Records are retained for an appropriate period to support service improvement and, where necessary, warranty or contractual commitments.

What You Can Expect from Us

When you raise an issue about our landscaping company or garden maintenance crew, you can expect:

• Professional response and timely acknowledgement of your concern.
• Thorough assessment by qualified staff or horticultural specialists.
• Clear explanation of findings and proposed remedial action.
• Updates through the investigation until a fair outcome is reached.

Final notes: We welcome constructive concerns that help us improve our groundskeeping services and deliver better garden care. This complaints procedure is designed to be straightforward and fair to both clients and the team delivering landscape works. Our commitment is to resolve issues responsibly while maintaining the high standards expected of a professional landscaping service provider operating across its service area.