Complaints Procedure for Gardeners Bethnal Green

Purpose and scope

This complaints procedure sets out how Gardeners Bethnal Green and affiliated gardening teams manage and resolve service concerns raised by clients in our service area. It is designed to be fair, prompt and transparent, offering clear steps from acknowledgement to resolution. The process applies to concerns about horticultural work, planting schemes, maintenance schedules, health and safety matters related to on-site activities, and the behaviour of staff while working on gardens and outdoor spaces. It is not a how-to or guidance document; instead it describes our internal response pathway.

We aim to treat every complaint as an opportunity to review and improve our gardening services. Complaints may be submitted by customers, property managers, or appointed representatives, and will be handled by trained personnel following these published steps. Complaints relating to damage, missed visits, or performance standards will be logged and investigated in a consistent manner to preserve fairness and accountability.

Initial acknowledgement normally occurs within a set timeframe. A named member of the team will be assigned to coordinate the response and will confirm the nature of the complaint, the preferred outcome, and any immediate actions required to prevent further harm or inconvenience. We prioritise safety and urgent issues, and will escalate incidents that pose a risk to people or property.

How to raise a concern and what we record

Complaints should include a clear description of the issue, dates and times where relevant, and the exact service or visit involved. Our records will note the date the complaint was received, the person assigned, and a summary of the facts. We keep accurate written notes of any site inspections, photographs, and witness statements where applicable. Confidentiality is respected: personal data is handled in accordance with privacy obligations and retained only for as long as necessary to resolve the matter and for audit purposes.

The investigation phase may involve a site visit by a supervisor, review of job sheets and photographic evidence, and interviews with gardening staff. We will aim to complete routine investigations within a reasonable period, typically within 10–20 working days, although complex matters may take longer. Where more time is required we will provide an interim update with an expected timeline for completion. Clear communication throughout the process is essential to maintain trust.

During the review we consider whether the work carried out matched the agreed specification for planting, pruning, lawn care, pest control, and seasonal maintenance. If work was substandard or incomplete, remedial action will be proposed. Remedies might include redoing specific tasks, offering a credit for the affected service element, or providing an enhanced follow-up visit where appropriate. Remedies are determined on the basis of fairness and proportion to the issue raised.

Escalation, outcomes and monitoring

Escalation routes are available if a complainant is not satisfied with the initial outcome. An internal review by a senior manager will be offered, and where requested we will explain the rationale for the decision. If an internal review cannot resolve the matter to mutual satisfaction, we will outline options for independent mediation or arbitration where appropriate. Our goal is to achieve a practical, customer-focused resolution.

To ensure transparency we keep a central complaints register that records the nature of complaints, actions taken, outcomes, and lessons learned. Regular analysis helps improve operational standards, training and quality control. Where systemic issues are identified—such as recurring equipment failures or scheduling problems—we implement corrective measures and monitor progress until improvements are sustained.

Our commitment is to continual improvement. Staff receive training on customer care, horticultural best practice, and safe working methods. We encourage open communication and will use complaint outcomes to refine service specifications, update maintenance checklists, and improve service delivery across the neighbourhood. Customers can expect a professional, respectful approach at every stage, and we will provide a clear written summary of the outcome including any agreed actions and timelines.