Complaints Procedure for Gardening Regents Park Services

Purpose: This document describes the formal complaints procedure for clients of Gardening Regents Park and related maintenance teams. It sets out how concerns about garden maintenance, landscaping work, planting, or ongoing grounds care will be handled, recorded and resolved. The aim is to respond promptly and fairly to any issue raised about the quality or delivery of our services. This procedure applies to contractual and ad hoc work across our service area and is intended to protect both clients and the service team by creating a clear, transparent process.

We recognise that most routine gardening queries are resolved quickly, but if a client is dissatisfied after the initial visit or scheduled maintenance, the complaint process below provides structure. Gardening Regents Park staff are trained to log concerns, ensure the details are clear and escalate where necessary. Complaints can relate to workmanship, plant health, scheduling, site safety or any other aspect of the service provided by the gardeners and landscape crews within our coverage.

Scope: This policy covers complaints raised by private and commercial clients receiving garden maintenance, landscape construction, hedge management, tree work oversight and seasonal planting services in the service area. It does not cover general inquiries or requests for additional services, which will be treated as separate service orders. The process aims to be proportionate, taking account of the nature of the problem, whether it is a one-off incident or part of ongoing service issues.

How to Lodge a Complaint

To start the formal complaints process, describe the issue clearly and provide dates, locations within the property, and the names of staff involved if known. Records should include photographs where appropriate and any relevant service records. Make sure to state the desired outcome—whether a re-visit, remedial work, partial refund or a formal review of practices—so the response can be tailored to resolve the specific concern effectively.

Initial Response and Acknowledgement

On receipt of a complaint, the complaint will be acknowledged promptly. A designated complaints officer will log the matter, allocate a reference number and confirm the next steps. An initial assessment determines whether an immediate site visit is required or whether the issue can be investigated using job records and staff notes. Our commitment is to acknowledge complaints quickly and to provide an estimated time for a substantive response.

Investigation The investigation phase will gather evidence from site reports, photos, invoices and staff recollections. Where appropriate, a supervisor or senior gardener will carry out a site inspection to verify outcomes and recommend remedial actions. The process includes a review of original work specifications, plant warranties, and any relevant care instructions provided at handover. All findings are recorded and retained alongside the complaint reference for transparency and auditability.

Resolution and Remedies

Resolutions will be offered based on the investigation outcome and may include one or more of the following remedies:

• Re-attendance by a senior team to carry out remedial works;
• Replacement of defective plant material where covered by warranty;
• Adjustment of final invoices when agreed remedial work affects the original scope;
• Formal review of maintenance schedules to prevent recurrence.

Timescales: Where remedial works are required, the schedule for completion will take into account plant health seasons, availability of materials and safety considerations. We will provide a realistic timeframe and keep clients informed of progress. If a straightforward resolution is not possible within the initial period, the complaint handler will propose interim actions and a revised timetable for full resolution.

Escalation and Review

If a complainant remains unsatisfied after the proposed resolution, the complaint may be escalated to a senior management review. This second-stage review examines the original findings, any new evidence, and whether the offered remedies were appropriate. The outcome of the review will be communicated in writing, summarising the review process, the reasons for the decision and any final actions to be taken.

Record Keeping and Continuous Improvement All complaints and related records are retained for an appropriate period to identify patterns and inform continuous improvement. Summarised findings inform operational changes, staff training and quality control measures to reduce the likelihood of similar issues recurring. Records support accountability and help the gardening company maintain high standards across its service area.

Closing notes: This complaints procedure for Regents Park gardeners and related maintenance teams is designed to be fair, timely and proportionate. By documenting complaints, investigating thoroughly and offering clear remedies, we aim to restore service satisfaction and maintain trust in our groundskeeping, garden design and maintenance services. Using this structured approach ensures issues are handled consistently and professionally.