Complaints Procedure — Gardening Hackney

Purpose and scope: This policy explains how Gardening Hackney and our local garden teams manage and resolve complaints about garden maintenance, landscaping, planting, and related services. It applies to work carried out by our Hackney gardening teams and to interactions with clients across our service area. The aim is to provide a clear, fair and timely process so concerns are handled consistently and transparently.

We encourage clients to raise issues promptly. If you are dissatisfied with any aspect of our Hackney garden services, such as quality of work, missed appointments, or communication, this procedure sets out the steps we take from initial receipt through to resolution. All complaints will be recorded and treated confidentially, with respect for privacy and data protection.

Who can complain and what we cover: This procedure is available to any customer who has engaged our gardeners in Hackney or surrounding areas. Covered matters include workmanship, service delivery, and behaviour of staff or contractors. Exclusions: contractual disputes over agreed terms that require mediation or legal action are not covered by this operational complaints process, though we will assist with information on escalation options where appropriate.

How to raise a concern

To ensure a fast response, raise the complaint as soon as possible after the event. Complaints can be submitted in writing or verbally to the person who provided the service. When you submit a concern, please include: date of service, location (generally our Hackney area of operation), a clear description of the issue, and any supporting photos or evidence. Keeping details concise helps us investigate efficiently.

Upon receipt we will acknowledge the complaint, confirm who is handling it, and provide an estimated timescale for a full response. We aim to acknowledge all complaints within five working days and to complete most investigations within twenty-eight days. Where more time is needed, we will inform you of progress and the reason for any delay.

Investigation and possible outcomes

Our investigation will gather facts, speak to the operative(s) involved, review photos or records, and, if necessary, arrange an on-site inspection by a senior gardener or manager. Possible outcomes include: an apology, rectification works at no additional cost, an adjusted invoice, or an explanation where the work meets the agreed specification. We will record and communicate the decision in writing and explain any remedies or next steps.

We use a staged approach to resolution. First, local resolution attempts focus on quick fixes by the team who delivered the service. If unresolved, the complaint escalates to a senior service manager who will conduct a detailed review. Throughout this process we will log key actions, decisions and timescales so the complainant has a clear record of progress.

Customer expectations and our responsibilities: We expect customers to provide accurate information and reasonable access to the property to inspect or rectify work. In return, our teams commit to professional conduct, clear communication, and a prompt effort to resolve issues. Persistent or abusive behaviour may lead to our withdrawal from the process, but we will document and explain any such decisions.

Escalation and independent review: If a complaint remains unresolved after internal review, we will outline independent or third-party options for further scrutiny. This may include industry ombudsman schemes or alternative dispute resolution suitable for landscaping and property services. We do not provide legal advice, but will share factual records of the complaint and our investigation to assist any external review.

Record keeping and continuous improvement

All complaints and resolutions are retained in our service records to support continuous improvement. Regular analysis of complaints helps identify recurring issues in our Hackney landscaping operations and informs staff training, quality checks, and process changes. Our goal is to reduce repeat issues and to raise standards across our gardening teams.

Remedies and timeframes

Remedies are proportionate to the issue and may include rework, credit, or refund where appropriate. Timeframes are set out at acknowledgment and will depend on the complexity of the complaint. Simple matters are normally resolved within two weeks; more complex cases, especially those requiring third-party input, may take longer but will be managed with clear communication throughout.

Final notes: We value complaints as a way to improve our Hackney garden services and the experience of those who hire our gardeners in Hackney and nearby districts. This procedure is designed to be fair to both customers and staff, ensuring transparency, timeliness and a consistent approach to resolving service concerns. If you wish to raise an issue, please follow the steps above; our teams will treat every complaint seriously and aim for a practical and respectful outcome.