Complaints Procedure — Gardening Kenton
Purpose and scope. This complaints procedure sets out how Gardening Kenton and associated garden maintenance teams will receive, investigate and resolve concerns about our horticultural services. It is designed to ensure every complaint is treated with fairness, respect and confidentiality. Whether your issue relates to lawn care, pruning, landscaping, or scheduled maintenance, we aim to respond consistently and professionally. This policy applies to our staff, contractors and any Kenton gardening services provided across our service area, and is intended to give complainants a clear, easy-to-follow route to resolution.
We recognise that issues can arise despite our best efforts. Our commitment is to handle complaints promptly and to learn from them so our local gardening company can continually improve. Complainants may expect impartial consideration and a proportionate remedy where appropriate. We will not penalise anyone for raising a legitimate concern; instead, we encourage open communication and collaborative problem solving to maintain trust in our gardening service delivery.
Who can make a complaint? A complaint may be raised by any client or authorised representative who uses or is affected by our services. This includes residential and commercial customers, property managers, and those who arrange or supervise Kenton gardeners on behalf of a property owner. Complaints may relate to quality of work, scheduling, conduct of staff, safety concerns, or issues with billing and scheduling. We will accept verbal or written complaints, and we will offer reasonable support to individuals who need assistance making a complaint.
How to raise a concern
To start the complaints process, please provide a clear description of the issue and relevant dates or job references. When possible, include photographs or notes that help explain the concern. Each complaint will be logged with a unique reference and an acknowledgement provided to the complainant. We aim to acknowledge complaints within three working days and provide a named person responsible for investigating the case. The acknowledgement will outline the next steps and expected timescales for resolution.
Investigation and response. Our investigator will review the facts, consult relevant staff, and examine any available records, such as work orders, schedules and service notes. If work quality or safety is at issue, we may arrange a site visit to assess the situation directly. Where appropriate, we will offer a proposed remedy which could include rework, a partial refund, or an alternative corrective action. All responses will be written and include the reasoning behind decisions.
When an immediate safety concern is raised, we will prioritise the response and, if required, suspend further work until the issue is resolved. For less urgent matters, we will follow the standard investigation pathway but will still strive to reach a fair resolution quickly. Our aim is to resolve straightforward complaints within 10 working days and more complex matters within a maximum of 28 days, unless exceptional circumstances apply.
Escalation, outcomes and record keeping
Where the initial outcome is unsatisfactory to either party, there is an internal escalation route. An escalated review will involve senior staff who were not part of the original investigation. This review will reassess the facts and may recommend further remedial action. All escalation outcomes will be documented and communicated clearly. We will record the final decision and the rationale for the outcome in our internal complaints register, which helps inform future service improvements and staff training.
Possible remedies. Remedies depend on the nature and severity of the complaint but may include:
- Corrective work at no additional charge
- Scheduling changes to meet client needs
- Proportionate reductions in charges where service fell short
- Formal apologies where appropriate
Continuous improvement and confidentiality. We treat all complaints as an opportunity to improve. Aggregated complaint data will be reviewed periodically to identify trends and training needs for our teams of gardeners and maintenance staff. Individual complaint records are retained in accordance with standard record-keeping practices and handled sensitively; personal data is processed only as necessary for investigation and resolution. Confidentiality is maintained throughout, but we will be transparent about the findings and any remedial action taken.
Final notes on expectations
Our promise as a local gardening provider is to act with integrity and respond with purpose. This complaints procedure exists to balance the rights of customers and the needs of our workforce while delivering reliable, high-quality green space services. We ask complainants to be clear, factual and constructive in their communications. In turn, we commit to thorough, timely, and documented responses, using each case to strengthen service standards across gardening in Kenton and nearby communities.
By following this process, issues are dealt with systematically and fairly, helping to preserve long-term relationships and protect the standard of workmanship expected from any professional gardening company. We value the opportunity to correct mistakes and to demonstrate the quality that customers should expect from Gardening Kenton.