Complaints Procedure for Gardening Services Bow

This document sets out the formal complaints process for customers of Gardening Services Bow and related garden maintenance and landscaping providers operating in the local service area. It describes how complaints are received, acknowledged, investigated and resolved, and outlines the reasonable expectations of service users and the company. The procedure applies to concerns about workmanship, scheduling, horticultural practice, safety on site, and other service-related matters.

Scope and who can make a complaint

Our complaints policy covers work performed by our Bow gardening services teams, including routine garden maintenance, planting, seasonal care and small-scale landscaping. Any customer who believes that a service has not met the standards described in their service agreement may raise a complaint. Representatives acting on behalf of a client may also submit a complaint provided they have written authorisation. This policy is not a guide to ordinary customer enquiries; it is a formal route to resolve matters that remain unsatisfied after initial communication with operational staff.

How to raise a complaint — To ensure a prompt response, complaints should include as much of the following information as possible:

• Name of the customer (or authorised representative)
• Date(s) of the work or service visit
• Description of the concern, including the specific location within the garden if relevant
• Any supporting evidence, such as photographs, invoices or before/after notes

Acknowledgement and initial response

Once a complaint is received it will be acknowledged in writing (email or letter) within five working days. The acknowledgement will include a summary of the complaint, the name of the person handling the case, and an estimate of how long a full response will take. If additional information is required, the investigating officer will request it promptly to avoid unnecessary delay.

The investigation will be proportionate to the nature of the complaint. For straightforward matters, such as missed visits or minor workmanship issues, a site visit or telephone call may be sufficient. For complex horticultural disputes or larger landscaping projects, a recorded site inspection and consultation with the garden team or an arboricultural specialist may be undertaken. Our objective is to investigate impartially and fairly, considering both the customer's account and the service team's records.

Timescales and updates — We aim to complete investigations within twenty working days of acknowledgement. If a full resolution will take longer, the customer will be kept informed with progress updates at least every ten working days. Where immediate remedial work is required for safety or sanitation reasons, we will arrange short-term measures while the investigation continues.

Possible outcomes and remedies — Resolutions will be tailored to the nature of the complaint and may include one or more of the following:

• Re-visiting the site to complete or correct the work
• Agreeing a financial adjustment where appropriate
• Offering a repeat service or complimentary maintenance visit where reasonable
• Providing a clear explanation and evidence where no fault is found

When a remedy is agreed, a completion plan with a timetable will be issued and both parties will be asked to confirm acceptance. Compensation will only be offered where there is clear evidence of loss directly attributable to the service failure and will be assessed on a case-by-case basis. Any remedial work will be performed using the same professional standards as the original service.

Confidentiality and record-keeping — All complaints are handled in confidence and personal data will be processed in accordance with applicable data handling standards. Records of complaints, investigations and outcomes will be retained for a defined period to support service improvement and compliance. These records are used to track recurring issues within our gardening company service area and to ensure continuous quality improvement.

Escalation and independent review If a customer remains dissatisfied after receiving the written response and proposed resolution, the complaint may be escalated to a senior manager for a formal review. The escalated review will examine the original investigation, any new evidence and whether the proposed remedy is appropriate. Where appropriate, an independent third party review may be suggested to provide impartial assessment, although availability depends on the nature of the dispute.

Unreasonable behaviour and vexatious complaints — We are committed to dealing with complaints fairly, but will not tolerate abusive or threatening behaviour. If a complaint is deemed to be unreasonably persistent or vexatious, the company may restrict communications to a single nominated contact and will document the reasons for that decision. Customers will be informed of any such limitations and the steps they can take to have the decision reviewed.

Continuous improvement and final notes — Every validated complaint is an opportunity to improve our Bow gardening services and the wider approach to garden maintenance and landscaping. Outcomes from complaints are reviewed periodically to identify training needs, changes to working practices or updates to service specifications. If legal remedies are required, customers are free to pursue their rights through the appropriate legal channels; this complaints procedure does not prevent access to such routes but is intended to provide a clear, fair and timely internal process for resolving issues first. We encourage use of this procedure to reach constructive solutions and to maintain trust in the quality of local gardening services.