Complaints Procedure for Gardening Neasden
Purpose: This page explains how our gardening company Neasden handles concerns about garden maintenance, planting, pruning and other services. We aim to treat every concern seriously, respond promptly and take practical action to resolve issues fairly. This procedure applies to all types of garden care Neasden customers may receive from our team and is designed to be clear, accessible and focused on resolution rather than formalities.Scope and principles
We operate a straightforward approach to complaints for both one-off jobs and ongoing gardening services Neasden clients may request. Our key principles are transparency, timeliness and respect. We commit to investigating matters objectively, keeping the person raising the issue informed and using what we learn to improve our garden maintenance Neasden operations. Pursuing improvement is central: even a small concern can highlight a way to enhance future service.
How to make a complaint
If you need to raise a concern about workmanship, timing, site condition or a safety matter, please get in touch through the customer channels used for the original booking or service. Complaints can be made verbally during a visit, by phone, or in writing. When making a complaint, include:- Date and time of the service;
- Brief description of the issue and the area of the garden affected;
- Any relevant photos or notes of agreed arrangements.
Acknowledgement and initial response We will acknowledge your complaint as soon as we receive it. Our usual practice is to provide an initial reply within a few working days that outlines the next steps and an estimated timescale for a full response. During busy seasons our response time may be slightly longer; however, we will keep you informed of progress. The aim is to remove uncertainty and to let you know how we will investigate.
Investigation process When a complaint is accepted for investigation we will review job records, speak to the staff involved and, where appropriate, carry out a site visit to assess any defects or unfinished work. Our approach is fact-based: we gather evidence, consider any contractual terms agreed at booking and ask for input from the person who raised the issue. We will treat all information confidentially and only share it with staff directly involved in resolving the matter.
Decision, remedies and resolution
After the investigation we will communicate a clear outcome and offer an appropriate remedy when the complaint is upheld. Possible remedies include arranging a revisit to rectify the problem, agreeing a reasonable rework plan, offering a repeat visit for seasonal maintenance, or proposing an alternative solution tailored to the situation. Where a remedy is agreed, we will set a timeline and confirm responsibilities for completion. Our goal is to restore service standards quickly and professionally.Escalation and further review If a complainant is not satisfied with the initial outcome they may request an internal escalation. Escalation triggers a review by a senior manager or a separate team member who was not involved in the original decision. That reviewer will re-examine the facts, consider any new information and provide a final internal response. We strive to complete internal escalations within a reasonable period and will explain any delays.
Confidentiality, records and data handling We maintain a secure record of each complaint, the investigation notes and the resolution outcome to help ensure transparency and continuous improvement. Records are retained only as long as needed to manage the complaint and to support service quality checks. All personal information is handled in accordance with good data protection practice and access to complaint records is limited to those involved in resolution and quality oversight.
