Complaints Procedure — Gardening Mortlake

Purpose and scope: This document sets out the formal complaints procedure for our gardening and maintenance services. It applies to all customers using gardening Mortlake and surrounding service area offerings, including routine garden maintenance Mortlake programs, one-off landscaping jobs and ongoing grounds care. The aim is to resolve concerns fairly, quickly and transparently while improving the quality of our gardening services.

Principles we follow: Complaints are handled impartially and with respect. We treat every concern seriously, whether it relates to scheduling, work quality, professional conduct by Mortlake gardeners, or billing queries. Our approach is to investigate fully, offer a clear explanation, and take corrective action where appropriate. Confidentiality is maintained for all parties as far as is practical during the resolution process.

How to raise a complaint

To start the process, please make your concern known through the usual communication channels you have with our team. When you contact us, provide:

• the site address where work was carried out (or a brief location reference),
• a clear description of the concern or issue,
• any relevant dates, photos or evidence that help explain the problem, and
• details of the preferred outcome or remedy you are seeking.

We encourage early contact: many problems can be resolved quickly if raised promptly.

Initial acknowledgement: Within a short period after we receive a complaint about gardening services Mortlake, you can expect an acknowledgement outlining who will manage the matter and an expected timescale for our first substantive response. Our initial acknowledgement explains the next steps and the estimated times for investigation. We aim to be clear and realistic about timelines.

Investigation process

Once acknowledged, the complaint is reviewed by a manager or appointed investigator. The process typically includes:

• gathering evidence (photos, work schedules, staff reports),
• interviewing the personnel involved,
• inspecting the site if required, and
• assessing the complaint against our service standards for garden maintenance and landscaping work.

We document findings and consider whether remedial action, rework or compensation is appropriate. Throughout the investigation we aim to be transparent about findings and proposed next steps.

Timeframes and outcomes: We set realistic target dates for resolving complaints. Many issues are resolved within a short period; more complex matters may take longer. Possible outcomes include:

• work correction or re-performance,
• an explanation and an apology if service fell below reasonable expectations,
• a partial or full refund in limited circumstances, or
• other fair compensation or actions to prevent recurrence.

If an outcome fulfils the agreed remedy, the case is closed and recorded for quality monitoring.

Escalation and review: If a complainant is not satisfied with the proposed resolution, the matter can be escalated internally. A senior manager will review the investigation, the evidence and the proposed remedy. We aim to ensure fair review and will communicate the result of any escalation in writing. For disputes that remain unresolved after internal review, we will explain options for independent review or alternative dispute resolution without endorsing a particular third party.

Record keeping and learning: All complaints about Mortlake gardeners or related services are recorded in our complaints register. Records include the nature of the complaint, findings, outcomes and any corrective actions. These records support continuous improvement and staff training so similar issues are less likely to recur. Regular reviews of complaints data help inform operational changes and service updates.

Communication standards and conduct: We expect courteous communication from both customers and staff during the process. Our team members are trained to respond promptly, explain technical matters in plain language and propose practical remedies. Where external contractors are involved in garden maintenance Mortlake projects, we coordinate with them to ensure a fair and thorough investigation.

Confidentiality and data handling

Personal information and evidence provided during a complaint are handled in accordance with appropriate data protection principles. We retain records only as long as necessary to manage the complaint and to support service improvement, after which records are archived or removed in line with our retention practice.

Monitoring and continuous improvement: Complaints are a key source of learning. We review complaint trends regularly to identify training needs, process improvements and communication enhancements. This ensures our garden maintenance Mortlake operations evolve and service quality is sustained or improved.

Final note: We are committed to resolving concerns fairly and to using complaints as a constructive tool for improvement. If you have a concern about any aspect of our gardening services, please raise it through the usual channels so we can respond, investigate and act. We take all complaints seriously and aim to restore confidence in our services for every customer.