Complaints Procedure — Gardening Mottingham

Gardening Mottingham is committed to delivering high-quality garden maintenance and landscaping across the service area. This complaints procedure explains how we handle concerns about our work, behaviour or service delivery. It applies to all Mottingham gardening activities and related garden services in Mottingham and nearby neighbourhoods. The aim is to resolve issues fairly, promptly and transparently while protecting the rights of both clients and the gardening team. Please read this document carefully to understand the steps we take when a formal complaint is raised and what you can expect from us at each stage.

We recognise that despite our best efforts, disagreements may arise about workmanship, timing, pricing or site conditions. If you believe that a service provided by our gardening company Mottingham falls short of the agreed standard, you are entitled to make a complaint. Complaints are taken seriously and will be handled without prejudice. Our objective is to reach a constructive outcome through a staged resolution process, documented actions and clear timescales. Wherever possible, we prefer to settle matters informally but the formal procedure below is available when informal resolution is not achieved.

Initial notification should describe the nature of the concern, the job reference or date of service and any supporting evidence such as photographs or invoices. Submitting these details helps our team assess the complaint efficiently. When you notify us, a record is created and you will receive an acknowledgement. The acknowledgement confirms receipt and outlines the next steps, including the expected timeframe for initial response. We aim to provide an initial acknowledgement within three working days of receiving the complaint.

Scope, definitions and who may complain

The policy covers complaints about the standard of workmanship, delays, unjust charges, damage to property, safety concerns and conduct by representatives of the gardening services in Mottingham. It does not cover third-party disputes, matters that are already subject to court proceedings or complaints that are vexatious in nature. A complaint can be raised by the account holder, authorised representative or an affected third party with documented consent. All complaints will be treated in confidence to the extent permitted by law.

When you raise a complaint, we will allocate an investigator who is independent of the original work team. The investigator will gather facts, review contracts, photographs, and service records, and may request an on-site inspection. The inspector or investigator will contact you to arrange access if required and to clarify details. Good records help expedite a fair outcome; therefore, please keep any correspondence, receipts and photos related to the issue.

We use a staged approach to resolution.

Stage 1 — Informal review

An operational supervisor will attempt to resolve straightforward issues within 10 working days.

Stage 2 — Formal investigation

If the matter remains unresolved, a formal investigation will be opened and a written outcome provided within 20 working days from the point the investigation begins. This stage may include remedial works, partial refunds or other remedies appropriate to the breach. Remedies are decided in proportion to the complaint and may include rework, a gesture of goodwill, or financial adjustment if warranted.

Investigation process and escalation

During the investigation the investigator will identify relevant standards and contractual obligations, assess causation and recommend corrective action. We will keep you informed at key milestones and provide a clear explanation of findings. Transparency is central: where we identify a fault, we will propose a remedy and a timetable for completion. If no fault is found, we will explain the reasons and provide the evidence relied upon.

Escalation — If you disagree with the formal outcome, the complaint may be escalated to a senior manager for independent review. The escalation request must set out why the formal decision is disputed and any additional information. The senior review aims to be completed within 15 working days and will provide a final internal decision. This final decision will summarise findings, actions taken and whether further remedial steps are recommended.

If the dispute cannot be resolved through internal escalation, the parties may consider independent dispute resolution mechanisms such as mediation or arbitration where permitted. In some cases, legal remedies available through the courts may be appropriate; pursuing those avenues is a matter for the complainant and is not part of this internal complaints procedure. Timescales and remedies set out here are indicative and may be adjusted by mutual agreement if the complexity of the case requires additional time for a fair assessment.

Record keeping, confidentiality and review

All complaints are logged and retained in accordance with our records retention policy. Records include the nature of the complaint, investigation notes, communications, evidence, outcomes and lessons learned. We treat personal information in line with applicable data protection requirements. Confidentiality is maintained subject to legal obligations to disclose. Periodically we review complaint trends to improve service delivery and reduce recurrence, and continuous improvement is part of the garden maintenance strategy for Mottingham garden maintenance teams.

Exceptions, waivers and time limits — Complaints that relate to latent defects discovered long after completion may require specific contractual or statutory consideration. We will advise you of any applicable time limits for raising an issue as part of the initial assessment. This document is provided for transparency and to ensure a predictable, fair procedure for anyone engaging with our gardening company Mottingham. We encourage cooperation, timely exchange of information and respectful conduct throughout the complaint lifecycle.

Final note: This complaints procedure sets out internal processes and does not remove any statutory rights you may have. It is designed to ensure that concerns about garden care, landscaping or maintenance are handled professionally, consistently and with the objective of restoring confidence in our gardening services.