Complaints Procedure for Gardener Shadwell

Welcome to the formal complaints procedure of Gardener Shadwell. This document sets out how concerns about our gardening work and service are handled, investigated and resolved. It is designed to be clear, consistent and fair to both clients and the gardening team in Shadwell. The aim is to maintain trust, improve service delivery and ensure lessons are learned from any issue raised. Please read the process below carefully; it explains the steps we follow from acknowledgement to final response, and the types of remedies we may propose.

We recognise that a concern may come from a wide range of situations: scheduling failures, perceived damage, level of workmanship or a breakdown in communication. Our complaints procedure applies whether the issue relates to a single visit or a longer-term maintenance arrangement with the Shadwell gardener assigned to the property. We commit to treating every report with impartiality and to protecting confidentiality throughout the investigation. Records of complaints and outcomes will be maintained for quality assurance and compliance with our internal policies.

The first step in our process is an informal review. Clients are encouraged to raise concerns promptly so we can often resolve issues quickly. Many matters can be settled by a clarifying conversation with the gardener or a site visit to correct an oversight. If an immediate remedy is acceptable, we will agree actions and a completion timeframe. When an informal resolution is not reached, or the nature of the complaint requires formal attention, the matter progresses to the formal complaints stage documented below.

Making a formal complaint

To lodge a formal complaint, the matter will be recorded in writing by our complaints officer. The written record will summarise the concern, state the desired outcome where possible and note any agreed immediate actions. All formal complaints proceed to a full review which will include gathering information from staff, reviewing service notes and, where appropriate, arranging a re-inspection of the site by an independent member of the gardening team.

Acknowledgement and timescales

On receipt of a formal complaint we will acknowledge it within two working days and provide a reference number. We aim to complete an initial investigation within 10 working days. If a full resolution requires longer, we will keep the complainant updated and explain the reason for any delay. Timely communication is a priority; if timescales change, the complainant receives a revised schedule and progress notes.

Investigation process: the investigation will be proportionate to the nature and impact of the complaint. Typical investigative steps include interviewing the assigned gardener and relevant team members, reviewing photographic or written records, and, where necessary, visiting the site to assess workmanship or damage. We will seek to establish facts, understand the root cause and identify corrective measures. Findings will be recorded and used to recommend corrective action and to prevent recurrence.

Possible outcomes and remedies include repair or rework of the affected area, an apology, a partial credit or discount for work not meeting expected standards, or other proportionate remedies. Remedy selection takes account of the scale of impact, safety considerations and the practicalities of reinstatement. We never offer remedies that create an unrealistic or unsafe alternative to properly repairing or completing the gardening task. Any remedy agreed is documented and monitored to completion.

Appeal and escalation: if the complainant is not satisfied with the initial outcome they may request an internal review. An internal review is carried out by a senior manager who was not involved in the original investigation. The review examines the evidence afresh and may recommend further action. For transparency we record each stage and the rationale for decisions. If a complainant remains dissatisfied after internal review, we explain available external options without providing legal advice.

Record keeping and confidentiality: all complaints and supporting documents are retained securely for quality assurance and compliance purposes. Information is accessible only to staff directly involved in the investigation and to authorised management. We respect privacy; personal data are handled in accordance with data protection principles and are not disclosed unnecessarily. Records also inform training, operational improvements and risk management for the gardening service.

Monitoring, learning and continuous improvement: every complaint is a source of learning. Aggregated data from complaints and outcomes are reviewed periodically to identify themes and training needs for our gardening staff. This helps raise standards across the Shadwell gardening service and reduces the likelihood of repeat issues. Continuous improvement activities may include additional staff training, revised scheduling, or updated operating procedures.

Summary of the procedure steps in brief:

• Informal resolution: discuss and attempt immediate fix.
• Formal complaint: written record, acknowledgement and reference.
• Investigation: gather evidence, site review and staff interviews.
• Outcome and remedy: agree proportionate corrective action.
• Internal review: appeal option if dissatisfied with the outcome.

Final notes: our complaints procedure is designed to be accessible, fair and effective. The objective is to resolve issues promptly, to restore confidence in our service and to learn from each case so that the standard of work by Gardener Shadwell and the wider gardening team continues to improve. We treat complaints seriously and ensure transparency in how matters are handled, while maintaining respect for all parties involved.