Complaints Procedure for Gardening Kensington

Purpose: This complaints procedure explains how Gardening Kensington and its team of garden care professionals address concerns about our gardening services. It is intended to ensure that any dissatisfaction is treated with respect, handled promptly and resolved fairly. The policy applies to all garden maintenance, landscaping and planting services provided across our service area, and sets out clear steps for raising and resolving issues.

Scope: This procedure covers complaints related to workmanship, scheduling, communication and safety during the delivery of garden services. Whether you contact us about lawn care, planting schemes or routine maintenance, our goal is to reach a resolution that balances customer expectations with safe, practical horticultural practice. The process is designed to be impartial and is available to clients across our operating region.

Principles: We treat every complaint as an opportunity to improve. Complaints are addressed according to fairness, transparency and timeliness. We will record concerns, investigate them fully and communicate outcomes clearly. This approach helps our gardeners and landscaping crews learn and maintain consistently high standards.

How to raise a concern: If you have an issue with garden maintenance, please raise it in writing (email or letter) or in person to an on-site team member. Describe the nature of the problem, include dates and, where appropriate, photographs. We ask clients to provide sufficient detail to enable a thorough review. Please note that for complex horticultural matters, a short inspection may be needed to assess plant health or workmanship.

Acknowledgement and initial response: On receipt of a complaint, we will log the matter and send an acknowledgement within three working days. This initial reply will outline the steps we will take, who will handle the review and an expected timeframe for a substantive response. Minor issues may be resolved during the initial contact; more detailed concerns will follow a formal investigation.

Investigation process

Our investigation includes reviewing records, speaking with the assigned gardeners and, where necessary, arranging an on-site inspection. Investigations are conducted impartially. We aim to complete our review within ten working days, but complex cases that require specialist horticultural advice or season-sensitive assessment may take longer. If a delay is expected, we will notify you and provide a revised timeline.

Resolution and remedies

Following investigation, we will propose a resolution. Possible outcomes include a correction at no additional charge, a partial credit for unsatisfactory elements of service, or an agreed remedial visit. Remedies are proportionate to the issue identified and follow best practice in garden care. We recognise that plant-related issues can be influenced by seasonality and site conditions; our remedies will reflect those realities.

The following list outlines typical actions we may take:

• Schedule a remedial visit to rectify workmanship defects.
• Offer a partial refund or service credit where appropriate.
• Provide written recommendations for ongoing plant care when failure is due to environmental factors.

Escalation: If you are not satisfied with our proposed resolution, you may request a senior review. An elevated review is handled by a manager not previously involved in the initial investigation. We will re-examine the evidence and provide a final internal response. This is the final stage of our internal procedure before any external steps are considered.

Record keeping and continuous improvement: All complaints and their outcomes are documented to support staff training and service improvement. Records are retained in line with our data retention policy and used to identify trends, training needs and opportunities to enhance safety and service quality. Regular audits help ensure that lessons learned lead to practical changes in how our gardeners operate.

Confidentiality and data protection: We respect privacy and handle complaint-related information in accordance with data protection obligations. Details shared during a complaint are used only to investigate the matter and to implement any necessary corrective actions. Personal information is accessed only by those directly involved in the resolution process.

Review and policy updates: This complaints procedure is reviewed periodically to ensure it remains effective and reflects operational changes in our garden services. Amendments are made to improve clarity and responsiveness. Clients will be notified of substantive changes through our standard communications channels.