Complaints Procedure — Gardening Wallington Services

Our Complaints Procedure describes how clients of Gardening Wallington and related garden care providers in the area can raise concerns about workmanship, scheduling, or service delivery. This policy applies to routine maintenance, landscaping, planting, pruning and other garden services offered by our team. It reflects our commitment to professional standards and continuous improvement while ensuring that issues are handled fairly, promptly and transparently. The following steps set out what to expect when a complaint is raised and how the matter will be resolved.

We aim to resolve most enquiries informally and quickly. Informal resolutions are encouraged: for example, a phone call or a site visit within five working days to understand the concern and propose remedial action. If you choose to speak with the operative or site supervisor at the time of the issue, please note that this initial contact counts as the first step of our complaint handling. Recording this discussion helps both parties agree a course of action and timescale for completion.

If the matter cannot be resolved informally, or if the client prefers a formal process, the complaint should be lodged in writing to the company's designated complaints handler. Please include a clear description of the problem, the date of the service, and any relevant photographs or documents. We will acknowledge receipt of the formal complaint within three working days and provide an expected timeline for investigation. Our goal is to complete a full review within 15 working days wherever practicable.

Following acknowledgement, we will conduct an internal investigation that may include site inspection, review of job records, discussion with the crew or subcontractors, and assessment by a manager or qualified horticulturalist. Our investigation seeks to establish facts, identify any shortfall against agreed specifications, and propose appropriate remedies. If immediate safety or biosecurity concerns arise, these will be prioritised and addressed without delay. We treat every complaint seriously and aim to be proportionate in our response.

Possible Outcomes and Remedies

Outcomes of the investigation may include one or more of the following: corrective works at no extra cost, partial or full refund where service delivery was materially below expectation, revised scheduling to complete outstanding work, or formal written confirmation that the work met agreed standards. Remedies will be appropriate to the nature and extent of the issue. Where remedies are offered, we will agree a reasonable timeframe for completion and communicate who will carry out the work.

Throughout the process we maintain records of the complaint, investigation steps, findings and any agreed resolution. These records help us track recurring issues and inform training or system improvements. Records are retained in line with our data management policy and only used for the purposes of complaint resolution and service improvement. If a complaint relates to subcontracted work, we will liaise with the subcontractor while retaining responsibility for ensuring a suitable outcome for the client.

Where local service expectations or contractual matters require clarification, we will explain the relevant terms and how they affect the complaint outcome. This may include reference to agreed specifications, safety obligations, or environmental constraints affecting garden maintenance.

Escalation and External Review

If a complainant remains dissatisfied after completion of the internal procedure, they may request an escalation for further internal review. We will appoint a senior manager not previously involved in the case to perform this review and provide a final internal response.

Steps for escalation include:

• Requesting an internal review within 14 days of receiving the outcome;
• Providing any additional evidence or information relevant to the case;
• Accepting the final internal decision or seeking alternative dispute resolution.

We encourage the use of independent dispute resolution services for unresolved issues where both parties agree that mediation or arbitration would be appropriate.

We review complaint trends regularly to drive service improvements in Wallington gardening and neighbouring service areas. Strong governance and documented processes enable us to deliver consistent outcomes and learn from each case. Clients can expect transparency, timely communication, and fair remedies where service delivery falls below the expected standard. The procedure is designed to protect both client interests and the integrity of our horticultural work.

Finally, our commitment to quality means we treat every service concern as an opportunity to improve. We monitor corrective actions to ensure completed work meets agreed standards and document lessons learned to reduce recurrence. Timeliness and respectful communication are central to the process, and staff are trained to handle complaints with professionalism. If a complainant is unhappy with the internal escalation outcome and both parties consent, independent mediation is available to seek a mutually acceptable resolution.

By following this complaints procedure, our aim is to maintain trust and high standards in all aspects of Wallington garden maintenance and landscape services. Clear steps, reasonable timescales and fair remedies underpin our approach. We value complaints as a mechanism for continuous improvement and a way to uphold the quality clients expect from a professional gardening provider.

All actions taken under this procedure will be proportionate and recorded, and any proposed remedial work will be scheduled with consideration for seasonal and ecological constraints. Thank you to clients who bring concerns to our attention; addressing them helps us refine our services and preserve the health and appearance of gardens across the service area.