Complaints Procedure — Garden Maintenance Fitzrovia

Garden Maintenance Fitzrovia is committed to providing high-quality gardening services across its service area. This complaints procedure explains how we handle concerns about our garden maintenance in Fitzrovia, the steps we take to investigate, and the remedies we can offer. It applies to all routine lawn care, pruning, planting and seasonal maintenance activities carried out by our teams.

How to raise a concern

We encourage customers to raise any issue promptly. When a client notifies us of a problem with Fitzrovia garden maintenance, our team records the details and begins a staged response. All complaints are treated seriously and we seek to address them fairly, promptly and transparently. Please include a clear description of the issue, the date and time of the service and any relevant job reference if available.

Acknowledgement and initial assessment
On receipt, we acknowledge every complaint within three working days. Our initial assessment establishes whether the matter is a service error, a misunderstanding of instructions, or requires on-site inspection. Where an on-site check is needed we aim to arrange this within seven working days. This stage helps us determine what remedial actions may be appropriate.

Investigation process

The investigation is led by a manager who reviews job notes, speaks to the operative(s) involved and, where appropriate, arranges a site visit. We document findings and consider the following points:

• Scope of work originally agreed and any variations;
• Standard of workmanship compared to our contract and service expectations;
• Environmental or seasonal factors affecting plant performance;
• Any safety or access issues encountered by our staff.

Our aim is to complete a thorough investigation and provide a proposed resolution within 15 working days of acknowledgement.

Remedies and outcomes

Possible outcomes following investigation include:

• Rework or revisit at no additional charge where workmanship did not meet agreed standards;
• Replacement of plants or materials where a supplier fault is confirmed;
• A fair adjustment to charges where work was partially completed or services differed from what was agreed;
• Explanation and education when results are affected by seasonal growth patterns rather than service failure.

We always try to agree a sensible timescale for remedial work that suits both parties; urgent safety issues will be prioritised.

Escalation and unresolved disputes
If a complainant is not satisfied with the initial outcome, they may request escalation. Within our organisation this means review by a senior manager not involved in the original investigation. The escalation review focuses on whether the investigation and proposed remedy were appropriate and proportionate. We aim to complete escalated reviews within a further 10 working days.

Record-keeping and continuous improvement
We keep a written record of every complaint, investigation notes, outcomes and any corrective actions taken. These records inform staff training, operational improvements and supplier checks. Continuous improvement is central to our service model: trend analysis of complaints helps prevent repeat issues and improves overall garden care across our service area.

Closing complaints and confirmation

Once a remedy is agreed and implemented we confirm closure in writing, explaining what was done and any further steps if the issue recurs. If the complaint remains unresolved after escalation, we will explain the options available for independent review or mediation. Where appropriate we also include a short note of any pragmatic adjustments to ongoing maintenance schedules to prevent recurrence.

Key timelines (typical)

• Acknowledgement: within 3 working days;
• Initial assessment: typically within 7 working days;
• Investigation completion: usually within 15 working days;
• Escalation review: a further 10 working days where required.

These are standard targets; complex cases that require specialist horticultural advice may take longer and we will keep clients informed of any necessary extensions.

Confidentiality and impartiality
Throughout the process we treat records and discussions as confidential between the customer and our business. Investigations are impartial: staff directly involved in the matter are not responsible for final decisions on remedies. Our objective approach helps preserve fairness for both customers and operatives.

Our commitment to resolution
Garden Maintenance Fitzrovia strives to learn from every concern. Complaints help us refine our gardening services and enhance customer satisfaction across the area we serve. We are dedicated to clear communication, practical remedies and continual improvement so that clients receive consistently reliable garden care.