Complaints Procedure for Gardening Westminster
This document explains the complaint handling policy for Gardening Westminster and related services. It is designed to be clear, fair and accessible for clients who engage our Westminster gardening services or any garden maintenance in Westminster. The purpose is to outline how we receive, record, investigate and resolve concerns about workmanship, scheduling, safety or conduct. Our aim is to restore confidence promptly and to learn from each issue so we improve our garden care provision.Raising a concern
If you have a concern about gardening work, maintenance or service quality, please tell us as soon as reasonably possible so we can address it. Complaints can be raised verbally at the job site or in writing. When raising a concern, include the following where possible:- a clear description of the problem;
- the date and location of the service;
- any relevant photos or reference to the specific task (for example, hedge trimming, turf laying or planting).
Initial acknowledgement and timescales
On receipt of a complaint about garden services Westminster, we will acknowledge it quickly and record the details in our complaints log. We aim to provide an initial response within five working days, explaining who will handle the investigation and an estimated resolution timeframe. If additional time is needed to review complex issues such as structural landscaping faults or plant health investigations, we will update you with progress notes.Investigation process
Our investigation will be proportionate to the nature of the complaint. For operational matters such as missed visits or mowing quality we will review job records, speak with the crew involved and inspect the site where necessary. For horticultural concerns we may consult our senior horticulturist to assess plant health or soil issues. The procedure for investigating any complaint about Westminster garden care includes:- recording the complaint and assigning an investigator;
- gathering relevant job notes, photographs and witness statements;
- arranging a site visit if required.
Decision and outcomes
After the investigation, we will communicate the outcome in writing and explain any remedial action. Possible outcomes include correction of the work at no extra charge, partial refund, a goodwill gesture, or a clarification where no fault is found. All decisions will be documented. If we identify any risk to safety or property during our review, immediate interim measures will be taken to protect the site until a final solution is agreed.Escalation and independent review
If the complainant is dissatisfied with the outcome, the matter can be escalated internally to a senior manager for further review. For unresolved disputes we encourage the use of independent third-party adjudication where appropriate, such as industry ombudsmen or a neutral mediator, though decisions to engage external review are considered on a case-by-case basis. This part of the process ensures transparency in how complaints involving complex landscape projects or contractual disagreements are handled.Confidentiality and record keeping
All complaints are handled sensitively and records are kept confidentially in accordance with our data handling policy. We retain complaint records to identify recurring issues, to track corrective actions and to ensure continuous service improvement for garden maintenance in the city. Records include investigation notes, photographs, communications and the final outcome.
Remedies and corrective actions
Remedies are tailored to the situation and may include redoing the work, replacing plants, offering a refund proportionate to the issue, or scheduling follow-up maintenance at no cost. We place particular emphasis on lasting remedies that prevent recurrence, such as revising work instructions, additional staff training or updating risk assessments for tasks that caused the complaint. Our approach is constructive: we treat complaints as opportunities to refine our gardening services and site safety practices.