Complaints Procedure — Gardening Finsbury Park

Purpose: This complaints procedure explains how Gardening Finsbury Park and our local gardening teams manage concerns about garden maintenance, landscaping and grounds care services. It is designed to be clear and accessible so clients who use our Finsbury Park gardening and nearby garden services know what to expect when raising an issue. The aim is to resolve matters quickly and fairly while using every complaint as an opportunity to improve the quality of our gardening and maintenance work.

Scope: The policy covers complaints related to scheduled garden maintenance, one-off landscaping jobs, seasonal planting, lawn care and hedge work carried out by our team. It applies to domestic and small commercial customers who have engaged our gardeners in Finsbury Park or the surrounding service area. This document does not replace contractual terms but sits alongside them as our commitment to good service and continuous improvement.

Principles: We treat every complaint seriously, with impartiality and confidentiality. Our response will be proportionate to the nature and impact of the problem. Timeliness, transparency and constructive communication are central to how we address complaints about garden design, planting errors, missed visits, or workmanship concerns. Where appropriate we will offer practical remedies such as rework, adjustments to a maintenance schedule, or other reasonable actions.

How to Raise a Concern

You can raise a concern through the channels provided when you booked our services or by speaking to the gardener on site. When you tell us about a problem please include: the date of the service, the location on the property, a clear description of the issue, and any photos or documents that help explain the situation. If you have ongoing garden maintenance with us, reference your current agreement or scheduled visit to help us locate the service record quickly.

Acknowledgement and Initial Response: We will acknowledge receipt of your complaint in writing or via the channel you used to contact us within a short period. Our local gardening coordinator will confirm who is handling the investigation and provide an estimated timescale for a substantive response. For straightforward issues this may be resolved within a few working days; for more complex matters, especially those needing site inspections or supplier input, we will keep you updated on progress.

What We Investigate: Investigations normally include a review of work records, discussions with the assigned gardener, an on-site inspection where needed, and a review of any photographic evidence you provide. We assess whether the work met the service standards agreed at the start of the job and whether any remedial action is required. Our team aims to be fair to both customer and gardener while reaching a practical resolution.

Resolution Options and Timescales

Where a complaint is upheld, typical outcomes may include a repeat visit to correct workmanship, moderation of charges if the service fell short, or other appropriate actions to restore service quality. In some cases we may offer a goodwill gesture as recognition of inconvenience, but this is not an admission of legal liability and is offered to maintain good customer relations and trust in our local gardening services.

Escalation and Review: If you are not satisfied with the initial outcome you may request an internal review by a senior manager within our gardening operation. The review will be conducted by someone who was not involved in the original investigation and will consider all previously submitted information. Reviews are intended to be impartial and to provide a clear explanation of the decision and any further steps that can be taken internally to prevent recurrence.

Record Keeping and Confidentiality: We keep a clear record of all complaints, investigations, outcomes and corrective actions. These records are used to monitor trends, support staff training and improve our garden maintenance processes. Personal data contained in complaint records are handled according to our privacy practices and are accessible only to those who need to review the matter.

Unacceptable Behaviour: While we welcome complaints and will do our utmost to resolve them, we ask that communications remain respectful. Aggressive or abusive behaviour towards staff or contractors is not acceptable and may result in the suspension of communication until it can be conducted in a constructive manner. This helps protect our gardeners who deliver lawn care, pruning and landscaping services across Finsbury Park and the surrounding area.

Continuous Improvement: All substantiated complaints inform our training, scheduling, and quality standards. We hold regular reviews of complaints related to garden maintenance, planting design or site safety to identify recurring issues and make improvements. Our goal is to reduce repeat problems and increase customer satisfaction across the gardening services we provide in and near Finsbury Park.

Final Notes: This complaints procedure is intended to provide a fair, transparent and timely way to resolve issues with our gardening teams. Whether the matter concerns routine garden maintenance, a planting scheme, or a one-off landscaping project, raising your concern allows us to address it and refine our services. We are committed to learning from every complaint and to delivering high standards of care for every garden we maintain.