Complaints Procedure - Gardening Peckham

Purpose and scope: This complaints procedure explains how Gardening Peckham and associated local garden services handle concerns about work, conduct or service delivery. It applies to our routine maintenance, landscape installation and one-off gardening services across our service area. The process is designed to be clear, accessible and fair to customers and to our team.

We aim to resolve all matters promptly and professionally. Whether your concern relates to planting choices, turfing and lawn care, pruning, or grounds maintenance, this document sets out the steps we will take from acknowledgment to final outcome. The policy also explains who may raise a complaint and the typical timeframes for responses.

Who can raise a complaint

Any client who has used our gardening services, a property owner commissioning landscape work, or an authorised representative may make a complaint. Please note: this procedure is not intended for routine inquiries about quotes, general enquiries or future work requests, which should be handled through standard service channels.

How to make a formal complaint

To initiate a complaint you should set out: a concise description of the problem, the date(s) it occurred, any supporting photos or evidence, and the outcome you seek. Provide as much factual detail as possible to help our team investigate. Complaints will be recorded and assigned to a designated complaints handler for your case.

Step-by-step handling: Once received, complaints follow these stages: acknowledgement, investigation, proposed resolution and closure. Acknowledgement will be issued within a short, stated timeframe. During the investigation we may contact relevant operatives or subcontractors to gather statements and verify work records. We aim to be thorough yet timely.

Acknowledgement — We confirm receipt and provide an estimated timeline for a full response. Investigation — We review site records, photographs and service logs and may request further information from the complainant. Resolution — Where appropriate we propose remedial work, a replacement, or a financial adjustment. All proposals are proportionate to the issue raised.

Timescales and escalation

We set clear expectations for resolution times but recognise that complex landscaping issues may require longer. Typical stages and target times are: acknowledgement within a few working days; initial investigation within 10–15 working days; and completion of proposed remedial action or formal response within 20–30 working days of receipt. If progress is delayed, we will keep you informed.

Escalation: If the complainant is not satisfied with the initial outcome, the matter can be escalated internally for review by a senior manager or an independent reviewer within the company. This second-stage review will consider the original findings and any additional evidence provided, aiming to reach a fair and impartial decision.

Recording and confidentiality: All complaints are logged in our internal records for quality control and compliance. Records are treated as confidential and handled in accordance with data protection principles. We use anonymised information from complaints to monitor trends and improve training, health and safety procedures and service delivery standards for all our gardening teams.

Outcomes and remedies

Outcomes can include an apology, correction of defective work, partial or full refund in proportion to the problem, or an offer of further remedial work at no additional charge. Remedies are determined after careful review and focus on restoring service standards while being fair to both the client and our workforce.

Independent review: If an internal escalation does not achieve a satisfactory outcome, complainants may choose to pursue independent adjudication or mediation through an appropriate external body. We will cooperate fully with any independent review, providing records and evidence as required by the adjudicating organisation.

Continuous improvement: Lessons learned from complaints inform staff training, standard operating procedures and service checks. We are committed to using complaints constructively to improve horticultural practice and customer care across all our gardening offerings, from regular maintenance to complex garden transformations.

Final notes: This complaints procedure is intended to be fair and accessible. It complements your statutory rights and our wider terms of service. We value constructive resolution and aim to maintain high standards across our gardening services in Peckham and neighbouring areas without imposing unnecessary local detail in this policy.

Review of this policy: This document is periodically reviewed to ensure it remains effective and compliant with best practice. Any substantive changes will be reflected in the next update cycle so that customers and staff are aware of current procedures.

Policy scope reminder: This page focuses solely on the complaints handling procedure and not on operational guidance, quotations or how-to instructions. For routine requests or ongoing service scheduling, please use the company's standard service channels rather than this complaints route.